Operations Domain Manager

About the role

This position is for an Operations Domain Manager who will help move network operations toward a more proactive, automation-led model. The role sits across event, incident, change, and problem management, with a strong focus on reducing manual work, improving response times, and strengthening operational maturity. You will work closely with engineering, service delivery, and customers to make sure automation initiatives are integrated smoothly while compliance, performance, and customer confidence are maintained.

You will also be accountable for supporting the Problem Management process and following the escalation route defined in the WLA. A key part of the role is keeping operations databases accurate and performing well, monitoring incident patterns, identifying service or resource issues, and resolving them or escalating them to the relevant supplier or vendor.

Key responsibilities

• Handle first- and second-level assurance activities in line with Blueprint NOC functional and organizational guidelines, as well as EOE/MSTOP operating processes.
• Manage faults and problems at the first and second level, including escalation to vendors, suppliers, or the appropriate next support tier, and initiate defect management and workaround usage when needed.
• Carry out and support work orders and routine or planned technical tasks on live networks, services, and related processes.
• Analyze service, network, and resource KPIs to support operational assurance.
• Support planning, design, optimization, and ongoing improvement efforts to fine-tune the network.
• Oversee configuration management, including service configuration, activation, and the setup of related activities and processes.
• Support change management for applications and services in scope, including the preparation of technical and operational requirements and specifications.
• Define technical work instructions and operational procedures (WI/OPI).
• Help determine SLAs and WLAs within the governance process.
• Support security management by ensuring the correct use of security policies and procedures.
• Contribute to budget and cost estimation, as well as control of service and ICT system maintenance costs.
• Support the use of Ericsson and non-Ericsson tools and processes when required by the service definition.
• Handle logs and run health-check scripts.
• Escalate issues to vendor support when necessary.
• Maintain dashboards for customer indicators and monitor them daily alongside first-level operations.
• Verify network performance after configuration changes.
• Manage resource configuration, updates, and upgrades.
• Support risk and impact analysis activities.
• Oversee system and application patch introductions.

Required background

The ideal candidate will have solid knowledge of telecom and network environments such as RAN, TX, VAS, PS, Core, and OSS. You should have practical experience leading event, incident, and problem management in a large-scale NOC or network operations setting, along with hands-on exposure to automation tools, AI/ML-based monitoring, and workflow orchestration.

Strong ITIL or broader IT service management knowledge is expected, together with excellent coordination, communication, and stakeholder management skills across multi-domain and multi-vendor environments. You should also bring strong analytical ability for KPI definition and improvement, leadership capability for coaching and performance management, and experience with change governance, audit readiness, operational transformation, and compliance. The role suits someone who is proactive, resilient, and comfortable working under pressure.

About Ericsson

Ericsson offers the chance to work on challenging problems, build innovative solutions, and collaborate with a diverse team focused on pushing beyond the status quo. The company values inclusion, collaboration, and equal opportunity, and encourages applicants from all backgrounds to apply and reach their full potential.

Additional information

Primary location: Riyadh, Saudi Arabia. Req ID: 785160.

The hiring process includes the company’s standard recruitment steps.

Ericsson promotes diversity and inclusion as part of its core values and is an equal opportunity employer.