Emergency Management/ Recovery Leader
Location: Remote - AU/NZ only
Job Type: Full time
About this opportunity
Ericsson is looking for an engineer to join our Emergency Recovery Centre (ERC) to take new challenges in their careers by stepping up into more leadership roles while exerting their technical skills in resolving our customers’ problems. ERC Europe is a team of Recovery Leaders, Emergency Performance Managers and Solution Support Engineers within the Customer Support organization providing end-to-end EmergencyHandling services for customers globally. This is a key role that provides a new opportunity for career growth within customer support from both technical and management aspects.
The profile we are looking for is expected to serve interchangeably in these roles to provide technical and leadership support service to our customers.
As a Recovery Leader, you will engage and lead product and solution experts from various support organizations and competence domains and guide them by providing command and control towards a prompt recovery of systems and effective restore of services for our customers.
As a Solution Support Engineer, you will take part in fault isolation of solution level issues, resolve problems to stabilize and optimize customer networks in timely manner.
What you will do
- Manage and encourage various stakeholders of all technical competencies of assembled recovery teamfrom different organizations in handling of emergency restoration in an appropriate and professional manner
- Be responsible for Emergency Handling Services and accountable to restore the customer systems inthe shortest possible time
- Brainstorm and provide solutions at various levels of Ericsson Support during the emergencies and in post-mortem phase
- Drive an effective cooperation internally while interacting closely with our customers
- Remove barriers and address complex situations with regards to technical and business challenges while driving the emergency
- Participate with various levels of Local and Global Support management in post event improvement activities
You will bring
- Minimum Bachelor’s degree in Engineering or Computer Science or equivalent experience
- 5+ years of Customer Support experience
- Solid technical background with hands on experiences on either of Telecom Products e.g. Packet Core,BSS, OSS, Radio, Cloud, IMS, VoLTE, etc.
- Broad Solution and Networking experience in a Telecom domain preferably in E2E network level troubleshooting
- Demonstrated leadership, excellent analytical & problem-solving capability and negotiation skills
- Good communication skills; including oral, written and presentations
- Customer orientation, excellent collaboration, and conflict management skills
- Experience in leading and managing a technical team
- The ability to remain calm and focused under extremely stressful situations
- Be open minded when approaching problems, considering all inputs and available alternatives beforemaking decisions
- Customer service skills to handle diverse customer reactions, especially aggressive and/or disruptive
- Awareness of and be able to convey issues of customer/market diversity to the recovery team
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.
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Req ID: 723835