Analyst, ITSM BSS - Singapore - SPTEL PTE. LTD.

Description

Job Brief:

The incumbent is a highly motivated and experienced BSS applications analyst. He/ She will be responsible for managing and maintaining the BSS applications. He/ She should be skilled in troubleshooting, optimizing performance, and ensuring secure operations of billing applications. He/ She should also have experience in Telco BSS applications, Linux shell scripting, SQL and PL/SQL and be familiar with ITIL processes and DevOps/collaboration tools such as SolarWinds, ServiceNow, and JIRA.

Responsibilities:

• Manage and maintain BSS applications via monitoring tools and ensure their high availability and optimal performance.
• Provide 1st and 2nd level technical support, which includes incident identification, troubleshooting and resolution within agreed-upon SLAs. This also includes managing customer tickets, fixing system failures, escalating the incident to the Biz IT team when necessary. The candidate is expected to be on duty-roster standby after office hours for one week each month.
• Work with the Biz IT team or vendors to test and validate new features, bug fixes and security updates in BSS Production and DR environments, troubleshoot problems and conduct root cause analysis for recurring or critical incidents.
• Deploy/validate BSS releases and perform preventative maintenance in BSS Production and DR environments during or after business hours.
• Collaborate with the Biz IT team to meet customer and internal staff's service requests.
• Develop and maintain technical documentation, including operational manuals, system administration guides and troubleshooting procedures.
• Enhance and automate operations-related routing tasks or Ad-Hoc jobs, failure/alert handling activities.
• Ensure compliance with the team's policies, procedures and SOPs for operating BSS applications.
• Any other ad-hoc duties as assigned by superior from time to time.

Role Requirements:

• Bachelor's degree in computer science or a related field.
• Good knowledge of Telco BSS applications, Linux shell scripting, SQL and PL/SQL.
• 2+ years of experience in Telco BSS system development and support; Applicants for a more senior position will be taken into consideration if they have more experience implementing and operating Telco BSS applications.
• Working in an operation support environment and having knowledge of DevOps/collaboration tools (ServiceNow, JIRA and Confluence) are advantages.
• A self-driven individual with the ability to multitask and take responsibility.
• A highly motivated and goal-oriented individual who can work independently and collaboratively in a remote environment.