Support Engineer

Be a part of something BIG!

The Senior Support Engineer (OSS/BSS) is responsible to own the end-to-end health, reliability, and support of the BSS/OSS platform that underpins our digital telco stack as well as the Web/App components dependent on the platform. He/ She will troubleshoot cross domain issues spanning BSS/OSS, Azure cloud services, APIs/microservices, real-time charging/IN, and dependent front end apps (web & mobile).

Make an Impact by:

• Drive incident response, root-cause analysis, stability engineering, release readiness, and continuous improvement across environments (DEV/UAT/PROD).

• Willing to support extended operational shift coverage aligned with L2/L3 platform operations, incident response, and on-call support needs.

• Involved in Platform Operations & Incident Management
• Serve as L2/L3 SME for BSS/OSS-triage, diagnose, and resolve incidents across BSS (CRM, Order Management, Billing, Mediation, Charging) and OSS (Provisioning, Activation, Inventory, Network exposure) domains, as well as the Web/App components dependent on the BSS/OSS.
• Lead P1/P2 incident bridges, coordinate with vendors and cross functional teams in SG & India, execute workarounds, and restore service within defined SLAs.
• Perform root cause analysis (RCA), document post incident reviews (PIR), and implement corrective & preventive actions (CAPA).
• Proactively identify and prevent incidents through trend analysis, targeted actions, and clear communication. Analyze and document accurate information to support effective Change, Incident, Problem, Risk, and Security Management.

Skills for Success:

• A Degree or diploma in Information Technology field or equivalent
• 5-8+ years in platform/application support, jobs monitoring/optimisation, incident/RCA management or site reliability engineering within telecom or adjacent high throughput domains.
• Experience in Whale Cloud technology is an added advantage
• Strong BSS domain expertise, including: CRM, Order Capture & Order Orchestration, Product Catalog, Mediation, Billing & Invoicing, Charging / Intelligent Network (IN)
• Strong OSS domain expertise, including: Provisioning & Activation, Inventory Management, Service Fulfilment & Service Assurance
• Proven troubleshooting and problem-solving capabilities in API-first and microservices-based architectures, with hands-on experience in: HTTP/ REST APIs, JSON payloads, OAuth/ OpenID Connect, API rate limiting, idempotency, and resiliency patterns
• Proficient in SQL (e.g., PostgreSQL, SQL Server) with strong ability to analyze and troubleshoot data issues; working knowledge of database performance and data integrity concepts.
• Hands-on experience with operational and observability tools, including: ServiceNow (incident, problem, change management workflows), ELK stack (logging, monitoring, root-cause analysis)
• Experience in DR, capacity planning, and risk mitigation, including: High availability and disaster recovery strategies, Capacity forecasting, Operational risk identification and mitigation planning

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