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. The ideal candidate should have experience dealing with Amdocs BSS and Netcracker OSS fall out management or stuck order clearance.  

Make an Impact by:

• Work primarily with Amdocs products (CRM, Ordering/OMS, ABP) and Netcracker technologies.
• Investigate order fallout scenarios, identify root causes, and execute appropriate corrective actions.
• Analyze end-to-end order flows across Amdocs BCC (OMS, CRM, ABP) and Netcracker platforms to identify gaps or inconsistencies.
• 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.
• 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, order management, or solution design roles.
• Experienced in fall out management or stuck order clearance is highly preferable
• Candidates with experience dealing with Amdocs BSS/ Netcracker OSS is required for the role. 
• Working knowledge of SQL is required for data extraction and analyzing datasets
• 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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