Customer Technical Manager

About this opportunity

Customer Technical Manager (CTM) is responsible for Local Support operational
and technical issues for dedicated customer on a day-to-day basis. This role
is a mix of technical/operational and team leading responsibilities, which
means that the CTM should have good technical competence to lead customer
discussions on technical issues.
CTM with the help of the CNS team will be working to provide solutions to
problems that have been reported by customers according to established
processes and contracted Service Level Agreements. Expected to be expert in
their domain and have very good technical understanding to deliver contracted
support services of CSR handling, Problem Management, Proactive Support, and
Software Update Handling services. CTM will be closely collaborate with the
customer SDM in delivering quality Support Services

What you will do

• Handle and resolve Customer issues, providing dedicated support.


• Deliver results & meet customer expectations, leading Software Uplift activities.


• Handle Customer and internal Stakeholders from Technical perspective, working with diverse team.


• Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priority.


• Analyse and troubleshoot to handle and provide support in critical and Emergency cases when needed.


• Interface and interact with the relevant stockholders within organization and ensure the timely progress on Customer-service-request for Critical/ Priority cases.


• Be available to handle customer technical queries all the time and ensure timely response.


• Make constant efforts to be updated on relevant technical skills all the time.


• Secure handover from Project and ensure all the technical check points are completed.


• Promote knowledge sharing sessions with stakeholders.


• Review the relevant technical document i.e., RCA.


• Provide technical support to SDM in all respect.


• Ensure that KPIs are met according to SLA.


• 
  

  Identify potential add on sales opportunities and address to the SDM.
  
  You will bring

  
  


• 
  

  Education: Engineering BSC or equivalent

  
  


• Min technical experience in Telecom of ‎4+ Years


• Working in Operating/Integrating/Supporting any of the following technology domains:


• BSS - PACKET CORE - IP Routing/IP Networking - IMS & VoLTE - Cloud.


• Technical team leading working experience.


• Evidence of Excellent Working Relationship with Customer and Working groups


• Experience in a Virtual Environment/OpenStack/Kubernetes is considered as a plus.
  
  Why join Ericsson?

At Ericsson, you ´ll have an outstanding opportunity. The chance to use your
skills and imagination to push the boundaries of what´s possible. To build
never seen before solutions to some of the world's toughest problems. You´ll
be challenged, but you won't be alone. You´ll be joining a team of diverse
innovators, all driven to go beyond the status quo to craft what comes next.

What happens once you apply?

Click Here to find all you need to know about what our typical hiring process
looks like.
Encouraging a diverse and inclusive organization is core to our values at
Ericsson, that's why we nurture it in everything we do. We truly believe that
by collaborating with people with different experiences we drive innovation,
which is essential for our future growth. We encourage people from all
backgrounds to apply and realize their full potential as part of our Ericsson
team.
Ericsson is proud to be an Equal Opportunity and Affirmative Action employer,
learn more.
Primary country and city: Saudi Arabia (SA) || Saudi Arabia : Riyadh : Riyadh
|| Saudi Arabia : Makkah : Jeddah
Req ID: ‎734296