Senior Support Engineer (OSS/BSS)

Be a part of something BIG!

The Software Support Engineer (BSS/ OSS) is responsible for monitoring and analyzing fallout cases across various integration points within the BSS/OSS ecosystem. He/ She will work primarily with large-scale CRM, order management, and billing/ charging platforms besides resolving fallout cases and ensuring stuck orders are cleared within defined SLA timelines.

Make an Impact by:

• Work independently to resolve fallout cases and ensure stuck orders are cleared within defined SLA timelines.
• Analyze, write, and optimize SQL queries to support daily operations.
• Perform data correction and initiate recovery steps to ensure smooth order progression.
• Investigate order fallout scenarios, identify root causes, and execute appropriate corrective actions.
• Collaborate with cross-functional teams (Operations, IT, Product, Network, Vendors) to analyze issues and determine resolution pathways.
• Support solution design activities for system enhancements, defect fixes, and order-flow optimization.
• Identify recurring issues and report them to vendors for long-term resolution.
• Handle incidents assigned to the team in Service Now platform, and perform the necessary actions to restore service or resolve the issue promptly
• Work closely with SMEs to quickly identify customer impact (who, how, when) during incidents or fallout events.
• Work on a rotational shift schedule, including night shifts, weekend support, and on-call responsibilities.
• Answer on-call support requests and carry out all necessary actions to resolve issues promptly and maintain service continuity.
• Participate in major incidents by coordinating with cross-functional teams, executing service recovery actions, and assisting application teams with the required data and investigation support.
• Prepare and maintain daily, weekly, or monthly summary reports of fallout cases as needed.

Skills for Success:

• Minimum 4-5 years’ of relevant experience in IT & Telco BSS/OSS, order management, or solution design roles.
• Degree in Information/Communications/Electronics Engineering.
• Working knowledge of SQL is required for data extraction and analyzing datasets
• Experience working with large-scale telco BSS/OSS platforms, including customer management, order management, and billing/charging systems from major industry vendors.
• Understanding of order orchestration, provisioning workflows, and telco BSS/OSS architecture.
• Knowledge of JSON/XML, APIs, integration flows, and system logs is an added advantage. 

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