Domain Support Specialist (Full time)

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The Domain Support Specialist role is responsible for the technical capability in Automated Operations running of Services. This includes diagnosis, fast domain support, routine resource fulfillment, (on site) technical support, the coordination, management and execution of proactive and reactive maintenance activities and implementation of change request. Focus on the allocation, implementation, configuration, activation and testing of specific services or resources.

• General Responsibilities

  Act as the escalation point for activities demanding a level of technical expertise as a 24/7 capability hosted in Automated Operations.

  Actively monitor ticket queues to ensure timely response to tickets Out of business hours,

  Domain Support Specialist is triggered on the on call phone by Automated Operations.

  Focused on improvement of automated recovery.

  Escalation support for Service surveillance and (on-site) service.

  Ensure that the services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.

  Perform analysis to proactively detect possible failures. 

  This shall ensure incident restoration and repair as a result of its own analysis or when prompted by Automated Operations processes.

  Act to meet the service or resource requirements, in the cases in which an overall and higher-level network knowledge is required or when knowledge on specific products or services is required

  Domain Support Activities

  1st Level Preventive Maintenance Definition & Coordination

  Perform Routine Maintenance (Selected Systems) and access database audit

  Incident Management Support 24x7 Incident Resolution

  Initiate 3rd Level Functional Escalation

  Field Maintenance Corrective Maintenance Execution

  Support Request (On-site) Services Problem Management Initiation

  Incident Cause Identification and Report Supplier/Partner

  Incident Interaction

  System Administration

  Database Maintenance Application corrective and conditioning tasks

  Execution or Coordination

  User Access management and user reconciliation

  Service Resource Fulfilment activities

  Change Introduction impact analysis

  Support for basic CM Activities

  New or Enhanced Service & Resource

  Acceptance Fulfilment WO Post-implementation support

  Change Execution for basic CM activities

  Problem Management of customer offerings

  Problem Recording

  Problem Investigation & Diagnosis

  Work-around proposals

  Problem Solution proposal

  Proactive Problem Identification

  Supplier/Partner Problem Interaction

  Customer Experience Resolution

  Customer Experience Resolution and Analysis

  Drive improvement initiatives and insights based on Report Analysis

• First Degree in any relevant discipline

  Proven experience in the field

  Ericsson Operations Engine - Mode Of Operations

   Ericsson Customer Experience Assurance (CEA) Competence (

   5G MS Operations Readiness (

   Business Understanding 

  Ericsson Customer Assurance Competence

  MS TOP 

  Knowledge sharing and learning 

  Customer Experience Improvement

  Business Continuity Management

  Service Request Fulfilment (OMS) 

  Customer Complaint Resolution

  System Administration 

  Incident management

  RAN Configuration Knowledge 

• Negotiable

• 3 years

• 5 years

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