Lead end-to-end delivery, SLA governance, and incident management for optical/IP transport networks. Act as escalation point during major outages, conduct RCAs, manage vendors, drive service improvement plans, support 24x7 operations, and mentor technical teams. Collaborate with planning and engineering for capacity and lifecycle management while ensuring KPIs and SLAs are met and operational documentation and governance are maintained.
Grow with us
Are you in?
We are seeking a E2E Expert - Access Network for managing the end-to-end delivery, reliability, and performance of the core transport network infrastructure. This role acts as the primary liaison between technical operations, vendors, and business stakeholders to ensure transport services such as DWDM, OTN, ASON, IPRAN, FTTH, Enterprise and Microwave networks meet or exceed Service Level Agreements (SLAs). The position requires strong technical expertise in optical/IP transport technologies combined with leadership, stakeholder management, and incident governance skills.
Key Responsibilities
1. Service Delivery & SLA Governance
• Own the delivery of transport network services aligned with KPIs and SLAs.
• Monitor network performance through service reviews with internal teams and customers.
• Identify chronic network issues and implement Service Improvement Plans (SIPs) to restore service levels.
2. Incident & Problem Management Governance
• Serve as escalation point during major network outages to ensure rapid restoration.
• Lead Root Cause Analysis (RCA) post-incident reviews and ensure preventative act
• Approve high-risk operational changes and upgrades to minimize customer impact.
3. Vendor & Partner Management
• Manage performance of Managed Service Partners and equipment vendors like Huawei, Cisco, and Nokia.
• Lead operational governance meetings reviewing ticket backlogs, repair metrics, and spare parts management.
4. Operational Strategy & Lifecycle Management
• Collaborate with planning and engineering teams for capacity and lifecycle management.
• Drive ITIL best practices adoption to optimize incident management processes.
Join our Team
Additional Responsibilities
• Provide technical support for Huawei, Nokia, ZTE, Cisco, and SIAE products 24x7, including on-call duties.
• Proactively maintain and resolve critical issues, provide Root Cause Analysis reports within SLA timelines.
• Lead issue resolution escalated from second line support and drive necessary changes through design and customer programs.
• Support front-office and back-office teams to improve incident lifecycle milestones and service performance.
• Identify network/service risks and prepare documentation with options and recommendations for customers.
• Lead customer communications, weekly management calls, and prepare data for review meetings.
• Provide on-site support and fulfill roles such as Resident Engineer and Customer Lead Engineer as needed.
• Communicate issues found in the field to design and manufacturing teams.
• Utilize debug tools and coordinate with quality assurance, product management, and training teams.
• Create and publish operational documents and contribute to the knowledge base.
• Mentor and train technical support engineers.
Desired Profile & Job Knowledge
• Expert hands-on experience with multiple vendor products including Huawei (OSN series), ZTE (ZXONE8000), and Cisco (NCS 400).
• In-depth knowledge of Protection and Resilience Schemes such as ASON, WSON, SNCP, MSP, MSTP.
• Proficiency with optical and protocol test equipment (OTDR, Optical Spectrum Analyzer) and applications like ALC, ODV3, IPA, Smart Manager.
• Strong troubleshooting skills on fiber optic telecommunications transport and switching equipment.
• Extensive understanding of OTN, SONET/SDH, DWDM, IP Carrier Ethernet, and detailed IP routing protocols.
• Functional knowledge of 2G/4G/5G network elements and end-to-end service flows.
• Excellent customer focus, team player attitude, ability to handle stressful situations, and effective communication skills in English.
• Proficiency with Microsoft Office applications and ability to analyze and resolve complex problems
Qualifications and Experience
• Degree in Engineering, preferably Electronics, Computer Science, Telecommunications, or equivalent.
• Strong understanding of network architecture for 2G, 4G, and 5G technologies.
• Knowledge of mobile telecommunications including telephony switching, transport and access networks, signaling, voice and data flows, and value-added services.
• Familiarity with KPI formulas, degradation, and troubleshooting.
• Analytical and synthesis capabilities with solid knowledge of multivendor telecom equipment operation and troubleshooting.
• Working knowledge of scripting and customer segmentation.
• Understanding of core and access network performance/configuration parameters and support processes
Behavioural Competences
• Delivering results and meeting customer expectations.
• Creativity and innovation.
• Analytical skills including logical thinking and problem-solving.
• Expertise application and technology usage.
• Collaboration and working effectively with people.
• Fluency in English oral and written communication is mandatory.
Typical Interfaces
The role interfaces with various teams including Service Operations, Automated Operations, Domain Support, Technical Authority Functions, Service Management, MSCLT, Vendor Support, 3rd Parties, and Customers.
Tools & Resources
Utilizes Managed Services processes and customer tools to support transport operations
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: Malaysia (MY) || Shah Alam
Req ID: 785430
Are you in?
We are seeking a E2E Expert - Access Network for managing the end-to-end delivery, reliability, and performance of the core transport network infrastructure. This role acts as the primary liaison between technical operations, vendors, and business stakeholders to ensure transport services such as DWDM, OTN, ASON, IPRAN, FTTH, Enterprise and Microwave networks meet or exceed Service Level Agreements (SLAs). The position requires strong technical expertise in optical/IP transport technologies combined with leadership, stakeholder management, and incident governance skills.
Key Responsibilities
1. Service Delivery & SLA Governance
• Own the delivery of transport network services aligned with KPIs and SLAs.
• Monitor network performance through service reviews with internal teams and customers.
• Identify chronic network issues and implement Service Improvement Plans (SIPs) to restore service levels.
2. Incident & Problem Management Governance
• Serve as escalation point during major network outages to ensure rapid restoration.
• Lead Root Cause Analysis (RCA) post-incident reviews and ensure preventative act
• Approve high-risk operational changes and upgrades to minimize customer impact.
3. Vendor & Partner Management
• Manage performance of Managed Service Partners and equipment vendors like Huawei, Cisco, and Nokia.
• Lead operational governance meetings reviewing ticket backlogs, repair metrics, and spare parts management.
4. Operational Strategy & Lifecycle Management
• Collaborate with planning and engineering teams for capacity and lifecycle management.
• Drive ITIL best practices adoption to optimize incident management processes.
Join our Team
Additional Responsibilities
• Provide technical support for Huawei, Nokia, ZTE, Cisco, and SIAE products 24x7, including on-call duties.
• Proactively maintain and resolve critical issues, provide Root Cause Analysis reports within SLA timelines.
• Lead issue resolution escalated from second line support and drive necessary changes through design and customer programs.
• Support front-office and back-office teams to improve incident lifecycle milestones and service performance.
• Identify network/service risks and prepare documentation with options and recommendations for customers.
• Lead customer communications, weekly management calls, and prepare data for review meetings.
• Provide on-site support and fulfill roles such as Resident Engineer and Customer Lead Engineer as needed.
• Communicate issues found in the field to design and manufacturing teams.
• Utilize debug tools and coordinate with quality assurance, product management, and training teams.
• Create and publish operational documents and contribute to the knowledge base.
• Mentor and train technical support engineers.
Desired Profile & Job Knowledge
• Expert hands-on experience with multiple vendor products including Huawei (OSN series), ZTE (ZXONE8000), and Cisco (NCS 400).
• In-depth knowledge of Protection and Resilience Schemes such as ASON, WSON, SNCP, MSP, MSTP.
• Proficiency with optical and protocol test equipment (OTDR, Optical Spectrum Analyzer) and applications like ALC, ODV3, IPA, Smart Manager.
• Strong troubleshooting skills on fiber optic telecommunications transport and switching equipment.
• Extensive understanding of OTN, SONET/SDH, DWDM, IP Carrier Ethernet, and detailed IP routing protocols.
• Functional knowledge of 2G/4G/5G network elements and end-to-end service flows.
• Excellent customer focus, team player attitude, ability to handle stressful situations, and effective communication skills in English.
• Proficiency with Microsoft Office applications and ability to analyze and resolve complex problems
Qualifications and Experience
• Degree in Engineering, preferably Electronics, Computer Science, Telecommunications, or equivalent.
• Strong understanding of network architecture for 2G, 4G, and 5G technologies.
• Knowledge of mobile telecommunications including telephony switching, transport and access networks, signaling, voice and data flows, and value-added services.
• Familiarity with KPI formulas, degradation, and troubleshooting.
• Analytical and synthesis capabilities with solid knowledge of multivendor telecom equipment operation and troubleshooting.
• Working knowledge of scripting and customer segmentation.
• Understanding of core and access network performance/configuration parameters and support processes
Behavioural Competences
• Delivering results and meeting customer expectations.
• Creativity and innovation.
• Analytical skills including logical thinking and problem-solving.
• Expertise application and technology usage.
• Collaboration and working effectively with people.
• Fluency in English oral and written communication is mandatory.
Typical Interfaces
The role interfaces with various teams including Service Operations, Automated Operations, Domain Support, Technical Authority Functions, Service Management, MSCLT, Vendor Support, 3rd Parties, and Customers.
Tools & Resources
Utilizes Managed Services processes and customer tools to support transport operations
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: Malaysia (MY) || Shah Alam
Req ID: 785430
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