Job SummaryCustomer Technical Manager (CTM) is responsible for Local Support operational and technical issues for dedicated customers 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 issuesCTM with the help of team will be working to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements. He is expected to be expert in his/her domain to deliver contracted support services of CSR handling, Problem Management, Pre-emptive Support, Security Support and Software Update Handling services.Responsibility and TasksHandle and resolve Customer issuesProvide dedicated supportDeliver results & meet customer expectationsHandle Software Update/Upgrade Management (SUM)Handle Customers and internal Stakeholders from Technical perspectiveWork with diverse team under matrix organization.Operational Keep track of ongoing Customer service request and ensure that concern is being addressed with the right priorityAnalyze and troubleshoot to Handle and provide support in critical and Emergency cases when neededInterface and Interact with the relevant stockholders within organization and ensure the timely progress on Customer service request for Critical/ Priority casesFollow Trouble report /JIRA and push to engage design support when neededAvailable to handle customer technical queries all the time and ensure timely responseEnsure to assign the cases to team timelyMake constant efforts to be updated on relevant technical skills all the timeParticipate in Project activities and involve as neededTake handover from Project and ensure all the check points completedOrganize and deliver the Knowledge sharing sessions with stakeholdersReview and prepare the relevant technical document i.e. RCACustomer Specific Maintain good working relationship with Customer and other internal teams.Primary contact from Ericsson to receive customer technical queriesTake part in Operational review meetings regularlyUp to date on solution deployed in customer networkMake customer aware on product Life cycle i.e. HW or SWInterface with customer for planned activities in network as neededBusiness Related Provide technical support to CU CS Head in Technical and business related aspectsParticipate and contribute during pre-sales engagement activitiesUnderstanding of the contractual obligation for support deliveryEnsure that KPIs are met according to SLAIdentify the add on sales opportunitiesBehavioral Competences:Creating & InnovatingEntrepreneurial & Commercial thinkingPersuading & InfluencingApplying Expertise & technologyAnalyzingDelivering Results & Meeting Customer expectationsSoft Skills:Presentation & Communication skillsTeamwork & collaboration skillsMarket insightFinancial UnderstandingConsultative Selling SkillsNegotiation SkillsLeadership SkillsMS office, Power-biQualifications: Minimum Qualifications & Domain Experience Requirements:Education Qualification & Years of ExperienceEducation: BE/B. Tech or equivalentMin years of experience: 10+ YearsSkill ExperienceHands on Experience in Radio access network domain is a must. Must have exposure onEricsson Microwave Products i.e. Mini link, MLTN, 66xx and 63xx SeriesMMU, NPU and RadiosMust have Trace level troubleshooting experience, bug report analysisAble to understand 3GPP specsVarious Transport Protocols level understandingExposure to following domains is desiredIP RoutingIP NetworkingNetwork SecurityOSS/ENM configuration related to Network elementShould have worked in a telecom support function earlierExperience With Ericsson Will Be PreferredJob Location This role is based out of customer premises in Navi-Mumbai.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 solutions never seen before 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 champion 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 Employer. learn more.We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out to Contact usWe are proud to announce Ericsson India is ranked 19th among all 50 countries and is once again officially Great Place to Work Certified™ in 2024. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work® Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.Primary country and city: India (IN) || MumbaiReq ID: 765474