Field Services Subject Matter Expert

About the Opportunity

We are searching for a skilled Field Operations Subject Matter Expert to deliver technical leadership, operational oversight, and continuous enhancement for telecom field operations within a Managed Services setting. This role is critical in maintaining network stability, high availability, efficient field maintenance, and ensuring adherence to service levels and operational KPIs. The chosen candidate will serve as a senior advisor, offering trusted guidance to field teams, service partners, and operational stakeholders without holding direct line management responsibilities.

Key Responsibilities

• Serve as the expert for end-to-end Ericsson RAN Access field operations and maintenance.
• Offer technical and operational advice for both preventive and corrective maintenance tasks.
• Provide support for major network incidents, outages, service restoration, and escalate operational issues when necessary.
• Monitor network uptime, maintenance effectiveness, service quality, and compliance with SLA/KPIs.
• Lead root cause analysis, problem resolution, and implement corrective action plans.
• Identify repetitive operational problems, service risks, process deficiencies, and potential areas for improvement.
• Oversee the quality, compliance, and performance of field service partners and ASPs.
• Coordinate efforts among NOC, back-office, engineering, implementation, logistics, customer teams, and other stakeholders.
• Enhance operational processes, workflows, reporting mechanisms, and performance control systems.
• Drive initiatives involving field operations automation, digitalization, and data-driven improvements.
• Provide technical mentoring, share knowledge, and guide field engineers, supervisors, and support personnel.
• Support operational readiness efforts, network handovers, and the deployment of new technologies and solutions.
• Ensure adherence to operational guidelines, customer requirements, quality standards, and health and safety protocols.
• Apply comprehensive expertise in mobile network field operations related to RAN, transmission, and passive infrastructure.
• Utilize experience in incident management, escalation handling, service restoration, MTTR enhancement, and maintaining network availability.
• Effectively use tools like WFM-IFS, ENM, EFACT, and operational reporting software.

Qualifications and Skills

• Bachelor’s degree in Telecommunications, Electrical Engineering, Electronics Engineering, or a related field is preferred.
• Experience with process improvement, automation, operational analytics, or digitalization is a plus.

Additional Information

Ericsson values innovation driven by diverse and inclusive collaboration, encouraging candidates from all backgrounds to apply and reach their full potential. This role is based in Jeddah, Saudi Arabia.