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About This Opportunity
The Front Office (FO) Domain Manager is responsible for managing 1st Level Operations Teams handling alarm monitoring, classification, dispatching, and incident triggering within the Service Delivery Organization at Ericsson Managed Services for Etisalat MISR Egypt. This role serves as the primary interface for the FO technical domain, ensuring daily operational delivery within contract scope and securing resolution of operational issues while maintaining high customer satisfaction.
What You Will Do
- Lead and manage delivery of First Level Assurance for the assigned technical domain.
- Contribute to tools, process, and communication optimizations for FO activities.
- Ensure adherence to customer KPIs/SLAs and support engineers during critical downtimes.
- Handle escalations and management routines during major outages.
- Analyze and report operational performance indicators, recommending improvements.
- Coordinate with Back Office, Field Maintenance, and Customer Service teams on network issues.
- Ensure compliance with defined FO procedures and support uniform organizational processes.
- Prepare Major Incident Reports and assist management during crises.
- Provide coaching on new processes, suggest tools for operational improvement, and drive customer perception enhancement.
- Conduct Individual Performance Management and development plans in line with HR directives.
- Promote best practices and continuous improvement across all NOC functions.
You Will Bring
- Degree in Telecommunications Engineering or related field.
- Minimum 5 years as FO Leader/NOC Manager and 7+ years in telecom operations, maintenance, or integration.
- Strong knowledge of GSM, WCDMA, Core, VAS, IPBB, network topology, KPIs, and traffic characteristics.
- Understanding of ETOM, MSTOP, ITIL, and Ericsson Leadership Framework.
- Experience in service delivery, customer relationship management, and continuous improvement (Six Sigma preferred).
- Business understanding of service provider requirements and Ericsson MS Delivery Portfolio.
Key Competences
- Strong technical expertise in Mobile (2G/3G/LTE), Core, IMS, NMS systems, CCNA/CCNP.
- High accuracy, adaptability, and multitasking ability under pressure.
- Excellent communication skills (verbal & written) and confidentiality awareness.
- Customer service orientation, positivity, and ability to drive change.
- Priority setting, result orientation, and ability to lead and motivate teams.
- Methodical, flexible, and proactive approach with a focus on knowledge sharing.
- Committed to creating a high-performance, learning-oriented culture.
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: Egypt (EG) || Cairo
Req ID: 773036
