Analyze and improve service performance metrics by monitoring service quality, troubleshooting customer complaints, and leading cross-functional efforts.
Join our Team
About this opportunity:
We are seeking a motivated and detail-oriented Customer Experience Management (CEM) analyst to join our team. The ideal candidate will have 5-12 years of Cross Domain expertise with E2E trouble shooting skill set majorly service performance monitoring and optimization. As part of our team, you will play a key role in analysing and improving the performance of the experience indices of services and able to correlate problem to domain and lead trouble shooting.
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: India (IN) || Noida
Req ID: 774486
About this opportunity:
We are seeking a motivated and detail-oriented Customer Experience Management (CEM) analyst to join our team. The ideal candidate will have 5-12 years of Cross Domain expertise with E2E trouble shooting skill set majorly service performance monitoring and optimization. As part of our team, you will play a key role in analysing and improving the performance of the experience indices of services and able to correlate problem to domain and lead trouble shooting.
What you will do:
- Monitor service quality and ensure service KPIs (accessibility, mobility, throughput, latency, call drop rates, etc.) are met across the network.
- Correlate Service KPIs with Radio KPIs, NPS and customer complaints to proactively improve end-user experience.
- Conduct deep-dive investigations into customer complaints; perform troubleshooting and root-cause analysis (RCA).
- Analyze CTR/UETR/Wireshark traces and perform protocol/interface level analysis (Gn, Gb, Gp, Gx, Gy, Iu-CS, Iu-PS, S5, S8, S11, S1-U, S1-C, Mw, etc.).
- Identify key drivers of experience degradation, derive insights and recommend/prioritize fixes.
- Lead cross-functional troubleshooting efforts and coordinate corrective actions with internal and external stakeholders.
- Produce regular performance reporting (daily/weekly/monthly), incident/event reports and track remediation status.
- Leverage AI/ML and advanced analytics tools to develop predictive or automated solutions for experience management.
- Utilize crowd-sourced measurement platforms (Tutela, P3, Ookla, OpenSignal) and RAN performance management tools (e.g., NETAN or similar) for insight generation.
The skills you bring:
- B.Tech in Telecommunications, Electronics, Computer Science, or a related field.
- 5-12 years of hands-on experience in RAN performance monitoring, optimization and cross-domain troubleshooting.
- Deep understanding of 2G/3G/4G/5G network architecture, protocols, E2E call flows and failure cause analysis.
- Proven experience in interface/protocol analysis and trace collection/analysis (CTR/UETR/Wireshark).
- Strong RCA skills and demonstrated ability to deliver effective resolutions.
- Experience working with crowd-sourced measurement platforms and RAN performance tools.
- Proficiency in data analysis tools (Excel, SQL, Python) and exposure to AI/ML or advanced analytics.
- Excellent problem-solving, communication and collaboration skills with attention to detail.
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: India (IN) || Noida
Req ID: 774486
Top Skills
AI
Excel
Ml
Netan
Python
SQL
Wireshark
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