Front Office Engineer

Front Office Engineer – Drive Excellence in Proactive and Reactive Service Management

Join Ericsson’s cutting-edge team as a **Front Office Engineer**, where innovation meets operational excellence. In this dynamic role, you will play a critical part in maintaining seamless service delivery, ensuring adherence to stringent Service Level Agreements (SLAs), and fostering unparalleled customer satisfaction. As a key contributor, you will leverage your technical expertise to proactively resolve incidents, optimize system performance, and support field operations—all while collaborating with a global team of industry leaders.

This is more than a job; it’s an opportunity to shape the future of telecommunications by delivering high-impact solutions that drive efficiency, security, and scalability. If you thrive in a fast-paced, results-driven environment and are passionate about leveraging technology to solve complex challenges, we invite you to be part of our mission.

Your Impactful Responsibilities

In this pivotal role, your contributions will directly enhance operational resilience and customer trust. Your key responsibilities include:

• Proactive and Reactive Service Management: Lead 1st-level service monitoring and event management to ensure minimal downtime and rapid incident resolution.
• Alarm and Incident Handling: Efficiently manage service and resource alarms, monitor performance metrics, and escalate critical issues to the appropriate teams.
• Security and Compliance: Conduct thorough security event monitoring, identify potential threats, and escalate security incidents in alignment with Ericsson’s stringent protocols.
• Problem and Capacity Analysis: Support investigations into capacity and performance bottlenecks, providing data-driven insights to optimize system efficiency.
• Incident Tracking and Reporting: Track, manage, and document incident resolutions while maintaining transparent communication with stakeholders.
• Preventive Maintenance Coordination: Assist in executing preventive maintenance activities to preemptively address potential field operation challenges.
• Customer-Centric Support: Resolve customer complaints with precision, ensuring a seamless experience while adhering to ITIL best practices.
• Technical Expertise: Utilize tools such as Ericsson Operations Engine, MS TOP, and Ericsson RAN/VAS/Packet Core Management to diagnose and resolve technical issues.

Why Ericsson?

At Ericsson, we empower our engineers to push the boundaries of what’s possible. This role offers:

• A Platform for Innovation: Work on groundbreaking projects that address some of the world’s most complex telecommunications challenges.
• Collaborative Excellence: Join a diverse, global team of innovators who are committed to driving progress and redefining industry standards.
• Career Growth: Access continuous learning opportunities, cutting-edge technologies, and a supportive environment that fosters professional development.
• Inclusivity and Diversity: Be part of an organization that champions equality, embraces diverse perspectives, and celebrates the unique strengths each team member brings.
• Global Impact: Contribute to solutions that connect billions of people worldwide, shaping the future of communication and technology.

Ericsson is an equal opportunity employer, dedicated to building a workforce that reflects the rich tapestry of global talent. We are committed to fostering an environment where every individual can thrive, innovate, and achieve their full potential.

Location and Opportunity

This exciting opportunity is based in **Riyadh, Saudi Arabia**, where you will collaborate with a dynamic team in a vibrant, forward-thinking region. If you are ready to take your career to the next level and make a meaningful impact in the telecommunications industry, we encourage you to apply.

Join us in shaping the future—where technology meets opportunity.