Responsibilities:

• Handle customer tickets received from Service Monitoring & SLA, conduct root cause analysis, resolve issues or reassign to the appropriate Technology Software teams when necessary, and ensure the timely closure of tickets.
• Coordinate with vendors when needed to resolve customer complaints.
• Perform root cause analysis for trouble tickets, incidents involving systems and applications, and develop initiatives for proactive maintenance.
• Manage service provisioning and configuration in close collaboration with the relevant Technology and Commercial Business Units (BUs).
• Regularly assess current processes and procedures, suggesting improvements where applicable.
• Monitor and manage personal KPIs to meet set targets and ensure timely KPI reporting to Performance Management.
• Provide Level 3 support to the Call Center and Sales Channels, serving as the main point of contact for Commercial Software-related issues.
• Analyze incident and trouble ticket statistics on a regular basis (weekly, monthly) to identify trends and patterns.
• Develop and debug scripts for software applications, working closely with relevant technology and commercial teams.
• Ensure adherence to safety protocols and use security tools properly, following the guidelines set by the security department for the Security Operations Center (SOC).
• Offer technical support to the Service Monitoring team when required.
• Monitor the performance of Software platforms based on predefined thresholds and implement reconfigurations to minimize performance degradation.
• Conduct regular maintenance schedules as recommended by application owners.

Skills:

• Bachelor’s Degree in Telecommunications, Software, or Engineering.
• 5 years of experience in a similar role.
• Proficiency in software development, networking technologies, and security platforms for centralized software operations services.
• Experience with Telecommunications OSS/BSS applications.
• Knowledge of software languages and tools including HTML, .NET, SQL/PLSQL, Oracle, Java, PHP, Python, shell scripting, Web services/API calls, DDL, DML, RDBMS, SQL Server, Oracle APEX, XML, WSDL, SOAP, UDDI, JDeveloper, SOA Suite on Linux, BPEL, Integration Adapters, Oracle Fusion Middleware, JNDI, JDBC.
• Experience developing scripts for customization, integration, and automation.