Automated Operations Engineer IM

Overview

What You Will Do

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.
• The skills you bring
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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) \|\|