E2E Customer Technical Manager

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About This Opportunity:
When a Tier-1 operator's network faces a critical incident, one person needs to own the room — technically, commercially, and reputationally. That person is you.
As Ericsson's E2E Customer Technical Manager, you are the single point of technical accountability for the customer across all Core Network and Cloud Infrastructure domains. You'll build the kind of trusted advisor relationships that make customers feel genuinely secure — and you'll back that trust up with deep technical leadership, sharp governance, and an unwavering focus on service excellence.
It's a strategic leadership position for someone who thrives at the intersection of technology, operations, and customer partnership.

What You Will Do:
Own the Customer's Technical Health
Maintain full visibility of service stability, operational risks, and mitigation plans across Core and Cloud environments. Drive continuous service improvement and ensure the customer's network never stands still.
Lead When It Matters Most
Take command during critical incidents, major escalations, and network crises — coordinating SMEs, PDUs, and operations teams, driving restoration, and ensuring clear communication reaches customer executives at every step.
Drive Problem Management & RCA
Go beyond the workaround. Drive root cause analysis for major incidents, ensure corrective and preventive actions are implemented, and track closure until permanent solutions are in place.
Govern Lifecycle & Change
Own software lifecycle compliance, upgrade programmes, and EOM/EOS risk management. Review and approve critical changes from a technical risk perspective — nothing goes through without proper rollback plans and operational readiness validation.
Deliver Governance at Every Level
Lead weekly service reviews, monthly operational reviews, executive governance meetings, Risk Review Boards, CABs, and RCA sessions. You'll be Ericsson's face in every forum that matters.
Champion Cloud-Native Operations
Oversee the operational health of CNIS, CCD, CEE, and Kubernetes platforms — ensuring observability frameworks are effective, capacity is managed, and cloud-native transformation initiatives land smoothly.

What You Bring:
Technical Expertise: Deep knowledge of 5G Core (AMF, SMF, UPF, PCF, UDM, CHF, SCP) and 4G EPC (MME, SGW, PGW, PCRF, HSS). Strong grounding in IMS, Charging, Signalling, and Subscriber Data Management. Hands-on experience with cloud-native platforms — CNIS, CCD/CEE, Kubernetes, CNFs, and VNFs. Familiarity with ENM, EVNFM, ENIQ, and log analytics platforms.

Leadership & Stakeholder Management: Crisis management and decisive leadership under pressure.
Executive-level customer engagement — you build trust fast and sustain it.
Ability to influence and align across multiple organisations without direct authority.

Business Acumen: Customer-centric mindset with a strong understanding of SLAs and telecom business impact.
Risk-based decision making with a focus on operational excellence.

Experience: 10–15+ years in Telecom Core Network, Cloud, or Support domains.
Proven track record managing critical incidents and executive escalations in Tier-1 environments.

What Success Looks Like

High customer satisfaction and sustained trust.
Reduced recurrence of major incidents through structural fixes.
Timely RCA closure and measurable improvement in service availability.
Effective lifecycle governance and risk management across the account.
Network transformations delivered with minimal operational disruption.