Senior Associate, Service Delivery Support Engineer

WHY JOIN US?

We practice a vibrant & energetic office culture.

We provide opportunities for career advancement within the company.

Good performance is always rewarded accordingly.

JOB RESPONSIBILITIES :

WHAT YOU WIL DO :

• Provide first level technical support on any incidents reported which are relevant to BSS Application stacks : CRM, Billing, Broadband, Activation for below business areas :
• PayTV
• Enterprise
• Njoi
• Sooka
• End-To-End understanding on BSS process flow of PayTV, Enterprise, Njoi & Sooka.
• To be able to liaise with multiple parties including CRM Product team, 3PP team, 3rd party vendors as well as internal business stakeholders or users for an effective resolution and escalate to Management if the issue triggered.
• To be able to manage ageing and pending tickets and ensure the tickets are attended within the SLA. To be able to follow up on issues that have been assigned and making sure the users are aware of the updates on the tickets.
• To be the incident manager pic who handles war room for P1 / P2 cases throughout Weekdays / Weekends / Holidays and provide the necessary update to management till closure of the incident.
• To be able to contribute for reconciliation activities between BSS applications, Datawarehouse & SAP to ensure the data is sync and no revenue leakage.
• To be able to validate the bill generated for customer based on their subscription information in the CRM and highlight if there is any incorrect charging or missing of charges.
• To be able to handle any ad-hoc requests on Billing related validation for reconciliation activity.
• Trigger relevant business flow APIs using postman to trouble shoot the incidents
• Able to navigate through AWS CloudWatch to get the API logs between CRM and downstream systems to troubleshoot the issues.
• To be able to query the database using SQL to fetch details from database to identify the impacted customer accounts for any incidents.
• To continuously follow SOP, validate the changes and look at process improvement to reduce risk of Audit Finding.
• To provide proactive updates to manager on the incident delivery status or any alarming issues.
• To be able to identify the recurring issues, raise it as Problem ticket and follow up with relevant team for the RCA and permanent fixes.
• To handle war room for P1 / P2 cases throughout Weekdays / Weekends / Holidays support.
• Coordinate between Product team and Business Owners for all the service requests category related to BSS Application stacks : CRM, Billing, Broadband, Activation etc routed to SDMO queue and follow with respective business owner for test validation and deliver to production.
• To handle all the incidents category related to BSS Application stacks : CRM, Billing, Broadband, Activation etc routed to SDMO queue and troubleshoot if the incidents can be resolved within permissible level of application access.

REQUIREMENTS : WHO YOU ARE :

It’s our people that make Astro Malaysia’s leading entertainment company. That’s why we work hard to be an inclusive employer, so everyone at Astro can be their best