Job description
Join Singapore Telecommunications, a leading global telecom provider, as a Senior Support Engineer focused on OSS/BSS platforms. You will own end-to-end health, reliability, and support for critical BSS/OSS components that underpin service delivery and monetization.
As a subject-matter expert, you will monitor, troubleshoot, and resolve complex incidents, lead root cause analysis, and drive continuous improvement. You will collaborate with cross-functional teams across development, operations, and regional stakeholders to ensure high availability, optimal performance, and customer satisfaction.
Key responsibilities include proactive health checks, incident response, change and release management, capacity planning, automation through scripting and orchestration, and knowledge base creation. You will also contribute to modernization efforts, including cloud-native deployments, virtualization, and containerized services.
Ideal candidates bring experience with OSS/BSS domains such as Order to Cash, Revenue Management, Fulfilment, and Assurance, and a strong foundation in ITIL processes, monitoring tools, and incident management workflows. A passion for problem solving and excellent communication are essential to succeed in a fast-paced, customer-centric environment.
Responsibility
- Own end-to-end health, reliability, and ongoing support of OSS/BSS platforms (Order to Cash, Fulfillment, Billing, Charging, and Revenue Assurance).
- Monitor systems, perform proactive health checks, triage incidents, and drive root cause analysis and remediation.
- Lead incident management, coordinate with cross-functional teams, and maintain clear stakeholder communications and runbooks.
- Drive performance tuning, capacity planning, and optimization to meet SLAs and customer expectations.
- Manage change control and release processes; collaborate with engineering for testing and deployment.
- Partner with product, engineering, and operations to implement automation, CI/CD pipelines, and monitoring rules.
- Create and maintain knowledge base, runbooks, and training materials for operations teams.
Qualification
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field; 5+ years in OSS/BSS or telecom platforms.
- Deep knowledge of OSS/BSS domains (Order to Cash, Fulfillment, Revenue Management, Assurance).
- Strong troubleshooting, analytical, and problem-solving abilities with RCA experience.
- Experience with monitoring and incident tools (Nagios, Prometheus, Grafana, ServiceNow, PagerDuty).
- Scripting and automation skills (Python, Bash, PowerShell).
- Cloud and virtualization experience (AWS or Azure, VMware), containerization (Docker, Kubernetes).
- ITIL Foundation or equivalent; excellent communication and stakeholder management across time zones.