Senior Engineer – BSS Operations

Senior Engineer – BSS Operations

Location: HO / Switch Building – 4th Floor

Closing Date: 31/05/2026

Job Purpose

As a Senior Engineer in BSS Operations, you will lead the technical support operations for Provisioning systems within the CRM & Billing domain. This role is central to establishing strategic relationships across business units and ensuring that IT systems consistently meet the demands of a high-scale telecommunications environment. You will be responsible for everything from complex configuration and deployment management to driving operational improvements through RPA and analytics.

The Job

• System Performance & Reliability: Identify and resolve all issues affecting Provisioning system performance. Advise and negotiate on complex technical situations within application platforms.

• Operational Excellence: Manage end-to-end support operations, including ticket management, SLA compliance, and the implementation of monitoring dashboards.

• Incident & Risk Management: Proactively anticipate obstacles, develop emergency uptime plans, and track issues to ensure minimal impact on business results.

• Strategic Improvements: Lead the implementation of AI and RPA-based scenarios to streamline support workflows. Analyze root causes of recurring issues and collaborate with development teams for permanent fixes.

• Cross-Functional Liaison: Act as the primary technical bridge between business staff, service engineering, and support teams. Manage relationships with external vendors and internal stakeholders across Mobile and Fixed SBUs.

• Governance & Compliance: Ensure all processes meet regulatory standards and law enforcement data requirements. Draft monthly divisional status presentations and provide major incident updates to senior leadership.

• Team Leadership: Run daily huddles, clear technical blockers for the team, and collaborate with management on resource planning and KPI development.

Candidate Profile

Experience & Education:

• Education: Bachelor’s Degree in Information Technology, Computer Science, or Business.

• Experience: Minimum of 2 years of experience in the CRM and Provisioning systems domain.

• Domain Knowledge: Proven customer support experience specifically within the Telecommunications sector.

Technical Competencies:

• Provisioning Expertise: Deep functional knowledge of Provisioning systems covering both Mobile and Fixed business units.

• Systems Management: Proficiency in configuration management, complex deployments, and vulnerability assessments/fixing.

• Modern Operations: Familiarity with RPA (Robotic Process Automation) and data analytics to drive operational efficiency.

Core Skills:

• Leadership: Ability to guide a technical team and manage high-pressure support environments.

• Communication: Exceptional skills in “communicating up, down, and across” reporting lines, with the ability to present complex data to senior leadership.

• Problem Solving: Advanced analytical skills for root cause analysis and system query formulation.

Why Join Dialog?

• Strategic Impact: Lead a critical function that directly affects the customer experience for millions of subscribers.

• Technological Leadership: Work with cutting-edge BSS (Business Support Systems) and AI-driven operational tools.

• Career Growth: Thrives in a performance-driven culture with opportunities for cross-functional collaboration and professional development.

Dialog Axiata is an Equal Opportunity Employer.

Company: Dialog Axiata PLC

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