Support and Operations Specialist
Ericsson
Date: 8 hours ago
City: Montreal, QC
Contract type: Full time
À propos de cette opportunité
Nous recherchons un Spécialiste Senior du Support et des Opérations de deuxième niveau, responsable de la coordination, de la gestion, de l’exécution et des activités de maintenance réactive nécessaires pour assurer le bon fonctionnement de l’exploitation du réseau client (24h/24, 7j/7). Cette personne veillera à ce que les services offerts aux clients restent continuellement disponibles et respectent les niveaux de performance définis par les SLA.
Ce que vous ferez
Senior Second Level Operations and Support Specialist who will be responsible for the coordination, management, execution, and reactive maintenance activities that is required for running a smooth customer network operation (24*7). This person shall ensure that the services provided to customers are continuously available and in adherence to targeted SLA performance levels.
What You Will Do
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 nurture 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 and Affirmative Action employer, learn more.
If you need assistance or to request an accommodation due to a disability, please contact Ericsson at [email protected]
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.
Primary country and city: Canada (CA) || Montreal
Job details: Developer
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Nous recherchons un Spécialiste Senior du Support et des Opérations de deuxième niveau, responsable de la coordination, de la gestion, de l’exécution et des activités de maintenance réactive nécessaires pour assurer le bon fonctionnement de l’exploitation du réseau client (24h/24, 7j/7). Cette personne veillera à ce que les services offerts aux clients restent continuellement disponibles et respectent les niveaux de performance définis par les SLA.
Ce que vous ferez
- Effectuer les opérations réseau sur notre solution cloud en mode as-a-service.
- Diriger les activités d’assurance, incluant la gestion des incidents, la gestion des problèmes, la gestion des performances, la gestion des changements et d’autres fonctions d’opérations de service.
- Gérer les pannes et mettre en œuvre des actions correctives.
- Procéder au déploiement, à l’intégration, à la configuration et au dépannage des nouveaux nœuds sur le cloud (Azure).
- Réaliser des activités de maintenance proactive.
- Fournir des rapports sur plusieurs plateformes en corrélant des données issues de diverses sources.
- S’assurer que la solution déployée est correctement mise en œuvre et fonctionne conformément aux exigences.
- Offrir un support de solution, incluant la gestion des services d’assistance et des demandes de support client.
- Préparer et exécuter des projets d’approvisionnement et d’acceptation en collaboration avec le client.
- Préparer, vérifier et exécuter les mises à niveau et les mises à jour logicielles.
- Gérer les pannes et les actions correctives au niveau des nœuds, des services et de l’infrastructure.
- Mettre en place une démarche d’amélioration continue de nos méthodes de travail.
- Baccalauréat en génie électrique, télécommunications, informatique ou une discipline technique connexe.
- Plus de 5 ans d'expérience en opérations réseau/IT.
- Expérience ITIL.
- Connaissance d'un environnement de télécommunications et compréhension des flux de provisionnement eSIM.
- Excellentes compétences en communication et en gestion client.
- Expérience pratique avec Bash, Python ou PowerShell pour l'automatisation.
- Expérience en développement logiciel en Java.
- Familiarité avec les solutions IAM, SSO et de contrôle d'accès basé sur les rôles (RBAC) (par exemple, Keycloak, Azure AD).
- Maîtrise de l'anglais.
Senior Second Level Operations and Support Specialist who will be responsible for the coordination, management, execution, and reactive maintenance activities that is required for running a smooth customer network operation (24*7). This person shall ensure that the services provided to customers are continuously available and in adherence to targeted SLA performance levels.
What You Will Do
- Network Operations on our Cloud based as-a-service solution
- Lead Assurance activities to include Incident Management, Problem Management, Performance Management, Change Management, and other Service Operations functions
- Fault handling & corrective actions
- Deployment, Integration, configuration and troubleshooting of new nodes on the cloud (Azure)
- Pro-active maintenance activities
- Provide reporting on multiple platforms, correlating data from multiple sources
- Secure that the delivered solution is properly implemented and works according to the requirements
- Provide Solution Support including handling of Helpdesks and Customer Support Requests
- Preparation and execution of supply and acceptance projects with the customer
- Preparation, verification and execution of Software upgrades and updates
- Fault handling and corrective actions on node, service and infrastructure level
- Continuous improvements in the way we work
- Bachelor's Degree in Electrical Engineering, Telecommunications, Computer Science or equivalent technical discipline
- 5+ years of experience in Network/IT Operations
- ITIL Experience
- Knowledge of a telecommunications environment and understanding of eSIM provisioning flows
- Setup, maintaining and troubleshooting CI/CD Pipelines.
- Hands-on experience with Prometheus, Grafana, ELK Stack, and Azure Monitor.
- Working knowledge of IAM, SSO, and role-based access control (RBAC) solutions (e.g., Keycloak, Azure AD).
- Strong experience with Bash, Python, or PowerShell for automation.
- Knowledge of VPC, VPN, and Load Balancing in cloud environments.
- Good communication.
- Customer Management
- Fluent in English
- Curious
- Proactive
- Methodical & detail-oriented
- Organized
- Collaborative
- Customer-focused
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 nurture 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 and Affirmative Action employer, learn more.
If you need assistance or to request an accommodation due to a disability, please contact Ericsson at [email protected]
DISCLAIMER: The above statements are intended to describe the general nature and level of work being performed by employees in this position. They are not an exhaustive list of all responsibilities, duties and skills required for this position, and you may be required to perform additional job tasks as assigned.
Primary country and city: Canada (CA) || Montreal
Job details: Developer
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