Viktor Lukacs

Background

About Viktor Lukacs

With over 20 years of experience in the IT sector, including 15+ years at Ericsson, I specialize in leading global support operations with a focus on agility, process optimization, and customer satisfaction. Currently serving as Global Support Operations Manager and senior support engineer, I oversee ENL global support (Tier 2) delivery across multiple hubs, ensuring seamless operations, SLA adherence, and effective KPI monitoring. My role emphasizes collaboration with multinational teams and fostering a culture of continuous improvement. As a senior support engineer I work on customer tickets, analyze, troubleshoot the reported problems and provide solution on 2nd line level to local support or customers. At Ericsson, I have successfully managed critical transitions, such as competence transfers from China to Hungary, and supervised diverse teams spanning Europe and Canada. Leveraging strong communication and problem-solving skills, I act as a key escalation point and operational liaison, driving alignment between teams and stakeholders worldwide. My customer-first mindset and dedication to excellence continue to deliver impactful results in a dynamic, global environment.