Technical Authority Expert
Ericsson · Santiago de Querétaro
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About this opportunity
As a Technical Authority Expert, you will provide domain expertise, and operational support across the full Create, Sustain, and Evolve lifecycle in line with the Ericsson Operations Engine.
You will act as a trusted technical authority for RAN and Transport, supporting service assurance, complex incident resolution, automation, analytics, customer experience improvements, and continuous service evolution. You will work closely with domain support, automated operations, analytics and automation teams, E2E Service Experts, customers, suppliers, and partners to ensure resilient, efficient, and continually improving service delivery.
What you will do
- Lead technical activities across the Create, Sustain, and Evolve lifecycle for RAN and Transport services, translating business requirements, SLAs, and customer needs into technical solutions and executable work packages.
- Develop, maintain, and improve automation solutions and Service Delivery methodologies, including identifying use cases, preparing MOPs, accepting developed use cases, deriving business benefits, and extending reusable flows within the Federated Automation Framework.
- Provide domain expertise to domain support, automated operations, and analytics and automation teams, while building technical competency through coaching, documentation, and knowledge sharing.
- Perform trend analysis, event correlation, KPI degradation analysis, and complex troubleshooting to proactively detect potential failures and drive restoration, repair, and recovery activities.
- Support incident, problem, and security management through complex incident resolution, critical incident support, third-level functional escalation, security incident support, supplier and partner coordination, and work-around execution.
- Conduct change and business-requirement impact analyses; support complex change execution, fallback decisions, standard Change List lifecycle management, security preventive maintenance, patch introduction, and software update or package FNI activities.
- Analyze software updates and packages, assess implementation impacts, and develop recommendations and procedures for safe deployment.
- Support asset and configuration management, Service Resource Fulfilment, system and application patch introduction, and the implementation and removal of incident or problem work-arounds.
- Drive process-improvement programs, customer high-end escalation support, and cross-domain collaboration by diagnosing interdomain issues and coordinating findings with E2E Service Experts.
Skills you will bring
- Strong technical expertise in RAN support for LTE and 5G, together with robust practical knowledge of Transport technologies and operations.
- Fluent English skills communication.
- Proven ability to lead technical activities across design, build, test, operate, and continuous-improvement phases.
- Experience with automation, analytics, use-case development, MOP preparation, use-case acceptance, benefit realization, and operationalization of automated solutions.
- Knowledge of the Federated Automation Framework or comparable reusable automation frameworks and ways of working.
- Strong problem-solving capability, including root-cause analysis, trend analysis, event correlation, KPI degradation analysis, and complex troubleshooting.
- Experience supporting incident, problem, change, security, asset, configuration, software update, patch, and escalation management processes.
- Ability to understand interfaces, protocols, and system parameters across multiple domains and diagnose interdomain issues.
- Ability to define and apply KPIs, S-KPIs, R-KPIs, reporting requirements, and customer experience improvement actions.
- Strong stakeholder-management, communication, coordination, and recommendation skills when working with customers, suppliers, partners, E2E experts, and operational teams.
- A collaborative mindset with a strong commitment to competency development, knowledge sharing, process improvement, and continuous service evolution.