SDMO Support Engineer

Responsibilities

• Provide first level technical support on incidents related to BSS Application stacks : CRM, Billing, Broadband, Activation for the PayTV, Enterprise, Njoi and Sooka business areas.
• End-to-End understanding of BSS process flow for PayTV, Enterprise, Njoi and Sooka.
• Liaise with CRM Product team, 3PP team, 3rd party vendors and internal business stakeholders to resolve issues and escalate to management when necessary.
• Manage ageing and pending tickets, ensure tickets are attended within the SLA, and follow up with users on status updates.
• Act as incident manager for P1 / P2 cases, coordinating War Rooms on Weekdays, Weekends and Holidays and providing updates to management until incident closure.
• Contribute to reconciliation activities between BSS applications, Datawarehouse and SAP to ensure data is synced and prevent revenue leakage.
• Validate customer bills based on subscription information in the CRM and highlight incorrect or missing charges.
• Handle ad-hoc billing validation requests for reconciliation activities.
• Trigger relevant business flow APIs using Postman to troubleshoot incidents.
• Navigate AWS CloudWatch to fetch API logs between CRM and downstream systems for issue troubleshooting.
• Query databases using SQL to fetch details and identify impacted customer accounts for incidents.
• Follow SOPs, validate changes, and pursue process improvements to reduce audit risk.
• Provide proactive updates to the manager on incident delivery status or any alarming issues.
• Identify recurring issues, raise Problem tickets, and coordinate with relevant teams for RCA and permanent fixes.

Requirements

Seniority level

Employment type

Job function

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