Field Services Subject Matter Expert

About the role

We are seeking a seasoned Field Services Subject Matter Expert to lead technical and operational excellence within Ericsson’s Managed Services environment in Saudi Arabia. The role focuses on ensuring stable network operations, high availability, and effective field maintenance while supporting service partners and internal stakeholders.

Key responsibilities

• Act as the SME for end‑to‑end Ericsson RAN Access field operations and maintenance.
• Provide technical guidance for preventive and corrective maintenance activities.
• Support major incidents, network outages, service restoration and escalation handling.
• Monitor network availability, maintenance performance, service quality and SLA/KPI compliance.
• Lead root‑cause analysis, problem management and corrective improvement plans.
• Govern quality, compliance and performance of field service partners and ASPs.
• Coordinate with NOC, back‑office, engineering, logistics, customer teams and other stakeholders.
• Develop and improve processes, workflows, reporting and performance controls.
• Drive automation, digitalisation and data‑driven operational improvements.
• Mentor field engineers, supervisors and support teams.

Required profile

• Extensive experience in mobile network field operations, including RAN, transmission and passive infrastructure.
• Proven ability to act as a senior individual contributor and trusted operational advisor.
• Strong knowledge of incident handling, escalation management and service restoration.
• Excellent analytical skills with a focus on continuous improvement and process optimisation.

Required skills

• Operational reporting tools
• ENM
• Process improvement
• Digitalization
• WFM‑IFS
• MTTR improvement
• Network availability management
• Preventive and corrective maintenance
• Operational analytics
• E2E Ericsson RAN Access
• Escalation Management
• Service restoration
• EFACT
• Automation
• Incident Handling