Packet core Support Solution Architect

Job Summary

This role involves providing high-quality support services for Packet Core networks within the Customer Support organization. The Solution Architect (Support) will lead technical investigations, resolve complex network issues, and ensure network stability through advanced troubleshooting and solution ownership.

Responsibilities

• Manage complex Customer Service Requests (CSRs) from start to finish, ensuring coordination and customer satisfaction.
• Lead investigations and troubleshooting of Packet Core network and node issues to identify root causes.
• Develop and coordinate solutions to maintain and restore network stability.
• Provide technical leadership during major incidents, emergencies, escalations, and crisis situations.
• Take full ownership of assigned solutions throughout investigation, resolution, and service improvement phases.
• Build strong relationships with customers by understanding their network environment and operational needs.
• Collaborate with engineers and cross-functional teams to share knowledge and enhance troubleshooting efficiency.
• Identify improvements in products, processes, and services and translate technical findings into clear requirements.

Requirements

• Bachelor’s or master’s degree in Telecommunications, IT, Computer Science, or related field.
• Over 10 years of telecommunications experience with extensive Packet Core support, integration, or operations expertise.
• Strong skills in troubleshooting, fault-finding, root-cause analysis, and problem-solving.
• Excellent understanding of Packet Core architecture, EPC, call flows, session management, and mobility management.
• Good knowledge of related domains such as Circuit-Switched Core, IMS, and RAN.
• Strong knowledge of Ericsson Packet Core products including EPG, SGSN-MME, PCC/PCG, PCRF (SAPC/CCPC), and DNS/IPWorks.
• Excellent knowledge of virtualization and cloud technologies like cloud-native environments, OpenStack, Kubernetes, and Docker.
• Proficient with UNIX/Linux operating systems.
• Strong IP networking knowledge including routing, protocols, network design, and troubleshooting.
• Experience with hardware/software installation, configuration, migration, and upgrades.

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