Packet Core Support Solution Architect

About the role

Ericsson Kenya is looking for a Packet Core Support Solution Architect based in Westlands, Nairobi. The role takes end-to-end ownership of complex customer service requests and major incidents, leading technical investigations and providing technical leadership during critical situations.

Key responsibilities

• Own and drive complex Customer Service Requests (CSRs) from initiation to closure, coordinating effectively and ensuring customer satisfaction.
• Lead complex Packet Core network and node investigations, troubleshoot technical issues and identify root causes.
• Develop and coordinate solutions to restore and maintain network stability.
• Provide technical leadership during major incidents, emergency handling, customer escalations and crisis situations.
• Build strong customer relationships by understanding their network environment, priorities and operational requirements.
• Collaborate with engineers and cross-functional teams to share knowledge and improve troubleshooting efficiency.
• Identify product, process and service improvements, and turn technical findings into clear requirements.
• Identify business opportunities arising from customer requirements and operational challenges.
• Escalate recurring problems, process deficiencies and operational irregularities to relevant stakeholders.
• Create and maintain known solutions and technical knowledge articles, and apply Solution Management and global support processes.

Required profile

• Bachelor's or master's degree in Telecommunications, IT, Computer Science or a related field.
• 10+ years of relevant telecommunications experience, with extensive Packet Core support, integration or operations expertise.
• Ability to lead technical teams during complex investigations and critical customer situations.
• Strong communication, presentation, collaboration and customer-facing consulting skills; able to work under pressure and align technical solutions with customer and business priorities.

Required skills

• Excellent understanding of Packet Core architecture, EPC, call flows, session management and mobility management, plus Circuit-Switched Core, IMS and RAN.
• Strong Ericsson Packet Core product knowledge: EPG, SGSN-MME, PCC/PCG, PCRF (SAPC/CCPC) and DNS/IPWorks.
• Virtualization and cloud technologies, including cloud-native environments, OpenStack, Kubernetes and Docker.
• UNIX/Linux operating systems and strong IP networking knowledge (routing, protocols, network design and troubleshooting).
• Hardware/software installation, configuration, migration and upgrades.
• First Office Application (FOA), Proof of Concept (PoC) or similar customer validation activities.
• PROPS-C or similar support/service-management frameworks.