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SDMO Support Engineer

SDMO Support Engineer

Tata Consultancy ServicesKuala Lumpur, Kuala Lumpur, Malaysia
15 jam yang lalu
Penerangan pekerjaan

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

  • A Bachelor’s degree in Computer Science with a minimum of 3+ years of experience in implementing and supporting complex business systems such as Billing and CRM. Exposure to operational management and IT applications support. Real-time application support preferred.
  • Strong domain knowledge and functional understanding of Business Support applications.
  • Willingness to standby 24x7 and own transport.
  • Ability to follow up on issues, multitask, and prioritize tasks.
  • Competence with common PC-based office software (word processors, spreadsheets, mail, etc.).
  • Good analytical skills with the ability to understand business and technical requirements.
  • Strong communication skills with vendors, end users and senior management.
  • Scripting : Shell, XML, J2EE, PL / SQL, Stored Procedures. Basic programming skills in SQL.
  • Understanding of the software development life cycle.
  • Experience with API triggering.
  • Experience with AWS CloudWatch to fetch logs.
  • Experience in Billing, CRM, ERP, Unix, Windows OS is preferred.
  • Ability to communicate clearly, both orally and in writing.
  • Ability to identify problems and prioritize action items.

    • Seniority level

  • Mid-Senior level

    • Employment type

  • Contract

    • Job function

  • Information Technology

    • Industries

  • IT Services and IT Consulting

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    Support Engineer • Kuala Lumpur, Kuala Lumpur, Malaysia