Job Purpose

The Engineer – BSS Operations will be responsible for managing incident and problem management processes for Business Support Systems (BSS). The role involves system configuration, troubleshooting, and integration to support business requirements while ensuring system stability, performance, and seamless operations.

The Job

• Resolve system-related issues within defined SLAs
• Handle internal/external customer complaints effectively
• Perform billing dispute calculations and corrections
• Ensure data integrity through accurate updates
• Monitor incidents until closure and provide status updates
• Follow incident management procedures and provide accurate solutions

• Coordinate with L2 teams to resolve complex issues
• Ensure continuous system support to users
• Provide regular updates and visibility of issues to stakeholders

• Conduct system health checks and proactive maintenance
• Troubleshoot and resolve incidents and problems
• Manage logs, alerts, and monitoring tools
• Generate operational and statistical reports

• Implement system and package configurations
• Manage alarm, portal, and agent configurations
• Ensure configurations do not impact business revenue

• Maintain system uptime as per defined KPIs
• Monitor systems, analyze issues, and coordinate with vendors
• Take proactive corrective actions where necessary

• Support system deployments and configuration changes
• Participate in requirement-gathering sessions
• Conduct User Acceptance Testing (UAT)
• Resolve issues in test environments and support integrations

The Person

• BSc in IT or related discipline
• Knowledge in Unix, Shell Scripting, and SQL
• 1–2 years of experience in IT systems operations or a related field

• Strategic thinking and problem-solving
• Business acumen and decision awareness & Strong results orientation
• Effective collaboration and stakeholder management
• Customer-focused mindset & Continuous learning and adaptability
• Basic understanding of AI/ML concepts and their application in IT operations (AIOps)
• Familiarity with log analytics, monitoring tools, or AI-driven observability platforms
• Exposure to Python or scripting for automation and data analysis is an added advantage
• Knowledge of data analysis techniques and tools (e.g., Splunk, ELK, or similar platforms) is beneficial
• Interest in automation, predictive analytics, and intelligent systems

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