Solution Architect - ICT Services

Cradlepoint is seeking a Solution Architect - Packet Core to join our SR Packet Core Sub-Domain. You will be a crucial part of our Customer Network Support (CNS) team, delivering in-service support for Cradlepoint's customers across diverse network solutions, adhering to contracted agreements and established processes. As telecom networks increasingly embrace cloud-based and virtualized infrastructure, this role is critical for navigating the complexities of modern operations, fault isolation, and customer service requests (CSRs). You will be key in ensuring our 4G/5G Cloud and Packet Core solutions are seamlessly delivered, supported, and continually optimized for performance. What You Will Do: Key Responsibilities

Lead Fault Isolation Solution Emergency Handling : Serve as the Technical Leader during critical CSRs and network emergencies, ensuring rapid fault resolution and network recovery.

Continuous Customer Support Handover : Ensure a continuous, adaptive handover process established within the customer's change management system, evolving it from a one-time to an ongoing activity.

Develop Network Recovery Procedures : Own and enhance recovery procedures for issues like signaling storms, traffic rerouting, and other network recovery activities.

Support Product-Specific Requests : Provide technical support for product-specific CSRs when needed, contributing to a smooth, end-to-end support process.

Collaborate with Customer Operations Teams : Work on-site with customer teams, acting as the technical interface for complex network troubleshooting and recovery efforts.

Manage Solution Lifecycle : Control the lifecycle management (LCM) status of customer-specific solutions, coordinating deployment, upgrades, and corrections.

Contribute to Business Growth : Actively engage with customer networks and strategies to identify additional sales opportunities, promoting Cradlepoint's products and services.

Customer Consultation Handling : Provide solution-level consultation to customers.

On-site (Customer Office) Working : Be embedded within the customer Operations team.

The Skills You Bring: Required Qualifications

Experience : 12-15 Years of relevant experience.

Technical Expertise in Cloud and Packet Core Networks : Deep technical knowledge of Packet Core network components, including 4G/5G Packet Core, SAPC/CCPC, PCG, NRF, CCRC, SC, and cloud infrastructure .

Solution-Level Competence : Strong understanding of solution-level support that extends beyond node-based operations, including expertise in virtualization and cloud environments .

Fault Isolation & Troubleshooting : Demonstrated leadership in fault isolation, developing recovery methods, and minimizing CSR turnaround time.

Change Management : Hands-on experience in managing change control processes within customer support, especially during solution handover and deployment.

Customer-Centric Focus : Excellent customer consultation and relationship management skills, ensuring continuous engagement and satisfaction.

Business Acumen : Proven ability to identify business opportunities and promote additional Cradlepoint solutions to customers.

Network Level Competence .

Knowledge of 3GPP or any other relevant standard for your area.

Ability to learn Cradlepoint Portfolio .

Understanding of Service Delivery Process .

Proficiency in Change Management .

Negotiation and argumentation skills .

Strong presentation skills (oral and written).

Experience with Software Update Management .

Proficiency in Software Support .

Commitment to Delivering Results and Meeting Customer Expectations .

To be successful in the role, you must also demonstrate:

Excellent Communication and Relationship Management .

Proactive Problem Solving .

Adaptability and Resilience .

Technical Mastery .

Creativity and Innovation .

Excellent Customer Relationship Management skills .

Very strong personal interaction skills and good communication capabilities .