Packet Core Support Solution Architect

Job Title: Packet Core Support Solution Architect

Location: Lagos

About this opportunity

• We are looking for a Solution Architect (Support) to join our Customer Support organization and deliver high-quality support services for Packet Core networks.
• In this role, you will identify and resolve complex network issues, guide technical investigations, and ensure network stability through advanced troubleshooting and strong solution ownership.
• You will drive Customer Service Requests (CSRs), coordinate activities across support functions, and provide technical leadership during major incidents, emergency handling, and crisis situations.
• The role requires strong knowledge of customer networks, operational processes, and Packet Core technologies, combined with the ability to work effectively with customers and global cross-functional teams.

What you will do

• Own and drive complex Customer Service Requests (CSRs) from initiation to closure, ensuring effective coordination and customer satisfaction.
• Lead complex Packet Core network and node investigations, troubleshooting technical issues and identifying 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.
• Take end-to-end ownership of assigned solutions throughout investigation, resolution, and service improvement.
• 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 translate technical findings into clear requirements.
• Identify potential 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.
• Apply relevant Solution Management and global support processes.

The skills you bring

• 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.
• Strong troubleshooting, fault-finding, root-cause analysis, and problem-solving skills.
• Excellent understanding of Packet Core architecture, EPC, call flows, session management, and mobility management.
• Strong understanding of surrounding domains, including Circuit-Switched Core, IMS, and RAN.
• Strong Ericsson Packet Core product knowledge, particularly EPG, SGSN-MME, PCC/PCG, PCRF (SAPC/CCPC), and DNS/IPWorks.
• Excellent knowledge of virtualization and cloud technologies, including cloud-native environments, OpenStack, Kubernetes, and Docker.
• Excellent knowledge of UNIX/Linux operating systems.
• Strong IP networking knowledge, including routing, protocols, network design, and troubleshooting.
• Experience with hardware/software installation, configuration, migration, and upgrades.
• Experience with First Office Application (FOA), Proof of Concept (PoC), or similar customer validation activities.
• Knowledge of PROPS-C or similar support/service-management frameworks.
• Ability to lead technical teams during complex investigations and critical customer situations.
• Strong communication, presentation, collaboration, and customer-facing consulting skills.
• Ability to work under pressure and align technical solutions with customer and business priorities.

Application Closing Date

Not Specified.