Network Management Support Engineer

## About this role Europe, Middle East, and Africa (EMEA) Market Area is a vibrant hub of innovation, technology, and collaboration. At its core, our Networks organization plays a pivotal role in driving thought leadership and delivering exceptional value in a fast-changing environment, where business realities vary across diverse markets and countries. With almost 4,000 skilled professionals and a strong commitment to a diverse and inclusive culture. We are looking for a Network Management Support Engineer responsible for providing high-quality customer support on Ericsson Network Management solutions for key customers in Romania, securing service availability and performance, and driving timely resolution of complex incidents and problems. The role sits in the EMEA Service Line Support & Repair organization and contributes directly to customer network stability, contract SLA fulfillment, and customer satisfaction. You will work closely with customer operations, Ericsson global/Market Area (MA) support organizations, and product units to analyze, troubleshoot and resolve issues across network management platforms and their surrounding ecosystem. ## Key responsibilities • Deliver support service for Ericsson Network management solutions in live customer networks, focusing on a key customers in Romania. • Analyze, troubleshoot and resolve incidents, problems and service requests within agreed SLAs, ensuring accurate root-cause analysis and proper documentation. • Perform in-depth log analysis, tracing and troubleshooting on charging nodes and related components. • Execute workarounds, configuration changes and corrective actions according to Ericsson processes and customer change management routines. • Perform health checks, proactive monitoring and performance analysis, identifying risks and recommending preventive actions to improve stability and customer experience. • Proactively identify recurring issues and risks, propose and drive preventive actions, and contribute to problem records and knowledge base (KB) articles. • Support software updates, patches and hot fixes from a support perspective (impact checks, validation in test/pre-prod, support during implementation and post-change follow-up). • Participate in root cause analysis (RCA) for major incidents and drive implementation and follow-up of corrective and preventive actions. • Collaborate with Global Support, MA teams and Product Development Units to manage complex trouble tickets, escalations and product defects. • Contribute to capacity, performance and stability analysis for network management platforms and recommend improvements. • Participate in on-call / standby rotations as required to provide 24/7 support coverage. • Uphold Ericsson standards for security, compliance, and quality, including adherence to Service Delivery processes and ways of working. • Follow Ericsson health, safety and security directives and customer site rules when working on customer premises. • Actively contribute to continuous improvement, automation, and best-practice sharing within Support & Repair. ## Required competencies and experience Education & background • Bachelor’s degree in Telecommunications, Computer Science, IT, or equivalent. • Typically 2+ years of experience in telecom operations/support, ideally in Network management/OSS domains, preferably in a customer support role. Technical skills • Understanding of telecom networks and protocols, e.g. IP networking, Diameter, SS7/SCCP, SIGTRAN, CAMEL/INAP, HTTP/REST, SOAP, TCP/UDP. • Hands-on experience with Linux/UNIX, scripting (e.g. Bash, Python, Perl) and database concepts (SQL, Oracle/PostgreSQL or similar). • Experience with log/tracing tools, monitoring and ticketing tools used in telco operations (e.g. OSS/NMS, alarms, KPIs, incident & problem management). • Experience with cloud/virtualized environments (VMware, OpenStack, Kubernetes). • Experience with HP HW and SAN storages • Exposure...