Job description

Grow with us

About this opportunity:

The Automated Operations Lead – Service Management & Operations Control is part of Managed Services deliveries in line with the Ericsson Operations Engine. The role is responsible for leading and governing live operations, converged service management, and operational control activities across Automated Operations environments.

This function represents an evolved service management capability focused on automation, predictive operations, operational resilience, and service reliability. The role combines Event Management, Incident Management, Problem Management, Change Management, Predictive Management, and Operational Leadership into a single multi-functional operational command unit.

The position operates as a federated operational leadership function bringing together operational and technical leads across multiple service lines including NDO, MSIT, SLOP, and related domains. The role requires strong reactive and proactive operational capabilities, leveraging analytics, automation, machine insights, and predictive maintenance techniques to anticipate service disruptions, minimize operational impact, and drive service reliability improvements.

The role is responsible for ensuring continuous service availability, operational performance, SLA adherence, customer experience oversight, emergency recovery leadership, and operational governance within a 24/7 operations environment.

Operations Center & Service Management

• Provide support for 24/7 Automated Operations and Operations Center activities.
• Assist converged Service Management operations across Event, Incident, Problem, Change, and Predictive Management functions.
• Drive operational command and control activities during major incidents, outages, degradations, and critical operational events.
• Act as the primary operational escalation and communications lead during major service-impacting incidents.
• Ensure operational readiness, governance, and service continuity across managed services environments.

Event, Incident & Problem Management

• Drive Incident Management activities including major incident handling, emergency recovery coordination, escalation management, and operational communications.
• Lead Problem Management activities to identify root causes, recurring issues, and preventive improvement opportunities.
• Anticipate disruptions and proactively identify potential operational risks and service failures.
• Supervise automated recovery processes and ensure rapid restoration of impacted services.
• Coordinate corrective actions and field support activities during operational incidents.

Predictive Operations & Service Reliability

• Drive Predictive Management initiatives leveraging automation, analytics, machine insights, and operational intelligence.
• Interface closely with Service Reliability functions to improve operational stability and customer experience.
• Lead initiatives focused on predictive maintenance, operational automation, and proactive service assurance.
• Utilize analytics, KPI trends, and operational data to anticipate failures and improve operational performance.
• Support continuous improvement initiatives focused on automation maturity and operational efficiency.

Operational Governance & Customer Experience

• Drive SLA reporting, operational oversight, and service performance governance.
• Oversee Service KPIs (SKPIs) and Customer Experience Management activities.
• Support customer complaint trend analysis and customer QoS performance assessments.
• Coordinate operational reporting, governance reviews, and regulatory support activities.
• Ensure operational compliance with customer, contractual, security, and regulatory requirements.

Operational Support & Assurance

• Support first-level Service Monitoring and Event Management activities including alarm handling, ticket management, security event monitoring, and performance monitoring.
• Oversee the incident ticket lifecycle including tracking, escalation, reporting, and closure activities.
• Support preventive maintenance execution, planned work activities, and change implementation support.
• Coordinate Remote Site Access Control and operational access management activities.
• Ensure timely dispatch and coordination of onsite Field Operations activities in accordance with SLA/KPI commitments.

Cross-Functional Coordination

• Support operational transformation initiatives and adoption of automated operational methodologies.
• Promote operational excellence, collaboration, and continuous learning across teams.

Authority

• Access to all necessary operational information and systems required to carry out assigned responsibilities effectively and in line with company directives.
• Authority for operational escalation management, incident coordination, ticket governance, and operational communications.

Qualification & Industry Experience

• Degree in Engineering, Telecommunications, Computer Science, Electronics, or equivalent.
• Minimum 2–5 years of experience within telecom operations, Managed Services, NOC/SNOC, or operational support environments.
• Telecom/IP-related certifications are considered an advantage.

Technical Competencies

• Good understanding of telecom service networks including GSM, WCDMA, LTE, and related service applications.
• Strong understanding of Service Performance KPIs, degradation analysis, and troubleshooting methodologies.
• Understanding of telecom operations including Access, Core, Transport, and Service Networks.
• General understanding of telecom call flows, signaling, call control, traffic concepts, and service assurance.
• Good understanding of Incident, Problem, Event, and Change Management processes.
• Knowledge of multivendor telecom operational environments and troubleshooting methodologies.
• Understanding of automation, analytics, Machine Learning, Artificial Intelligence, and Cloud technologies within operational environments.
• Strong analytical and operational decision-making capabilities.

Behavioral Competencies

• Strong leadership and cross-functional coordination capabilities.
• Excellent communication and stakeholder management skills.
• Ability to lead during critical operational incidents and high-pressure situations.
• Proactive, flexible, and result-oriented mindset.
• Strong problem-solving and operational governance capabilities.
• Strong collaboration and teamwork mindset.
• Methodical, disciplined, and operationally focused approach to work.
• Commitment to Ethics & Compliance, company principles, and organizational values.
• Fluent in English.

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.

Primary country and city: Saudi Arabia (SA) ||

Req ID: 784995  

Preferred candidate

Years of experience

No experience required

Degree

Bachelor's degree / higher diploma