Manages end-to-end operations assurance and service performance, including SLA and KPI monitoring, customer commitments, critical incident escalation, problem management, service improvements, operational reviews, reporting, and delivery coordination. The role requires managed services, NOC, or service assurance experience; incident, problem, and change management knowledge; strong stakeholder skills; English and Spanish proficiency; and a relevant bachelor’s degree.
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About this opportunity:
If you are seeking a career opportunity that combines technical ingenuity, managerial proficiency and customer service, consider the role of MSIP Operations Assurance at Ericsson. This position is integral to the organization, charged with the financial, operational, and delivery performance of Operations Assurance and Broadcast operations. The MSIP Operations Assurance professional liaisons with delivery organizations, manages operational delivery, and upholds the highest standards outlined in our Service Level Agreement (SLA). The role also acts as the first point of escalation for critical incidents, Broadcast Delivery Operations and performance reporting for customers.
What you will do:
The skills you bring:
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: Costa Rica (CR) || San Jose
Req ID: 789376
About this opportunity:
If you are seeking a career opportunity that combines technical ingenuity, managerial proficiency and customer service, consider the role of MSIP Operations Assurance at Ericsson. This position is integral to the organization, charged with the financial, operational, and delivery performance of Operations Assurance and Broadcast operations. The MSIP Operations Assurance professional liaisons with delivery organizations, manages operational delivery, and upholds the highest standards outlined in our Service Level Agreement (SLA). The role also acts as the first point of escalation for critical incidents, Broadcast Delivery Operations and performance reporting for customers.
What you will do:
- Manage end-to-end operations assurance and service performance.
- Monitor SLA, KPI, and customer commitments.
- Lead critical incident escalation management.
- Coordinate problem management activities.
- Drive service improvement initiatives.
- Manage customer operational reviews and reporting.
- Coordinate delivery units to achieve contractual targets.
The skills you bring:
- Experience in Managed Services, NOC, or Service Assurance.
- Knowledge of Incident, Problem, and Change Management.
- SLA/KPI management experience.
- Strong customer-facing and stakeholder management skills.
- Professional proficiency in English and Spanish (written and verbal).
- Bachelor degree in Telecommunications, Engineering, IT, or related field.
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: Costa Rica (CR) || San Jose
Req ID: 789376
Ericsson Santa Clara, California, USA Office
Ericsson Santa Clara D-15 Innovation Center Office
Heart of Silicon Valley with leading tech companies nearby. Close to cafes, gyms and major highways, plus short commutes to San Jose, Mountain View and Palo Alto.
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