Senior Associate, Service Delivery Support Engineer

Overview

Senior Associate, Service Delivery Support Engineer – Astro, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Responsibilities

• Provide first-level technical support on incidents related to BSS Application stacks : CRM, Billing, Broadband, Activation for PayTV, Enterprise, Njoi, and Sooka.
• Maintain End-To-End understanding of BSS process flow for PayTV, Enterprise, Njoi and Sooka.
• Coordinate with CRM Product team, 3PP team, 3rd party vendors and internal stakeholders to resolve issues; escalate to Management when necessary.
• Manage ageing and pending tickets, ensure resolution within SLA, and provide users with regular updates.
• Act as incident manager for P1 / P2 cases on a rota basis (Weekdays / Weekends / Holidays) and provide status updates to management until closure.
• Contribute to reconciliation activities between BSS applications, Datawarehouse and SAP to ensure data accuracy and prevent revenue leakage.
• Validate customer bills against subscription information in CRM and flag any incorrect or missing charges.
• Handle ad-hoc Billing-related validation for reconciliation activities.
• Trigger relevant business flow APIs using Postman to troubleshoot incidents.
• Navigate AWS CloudWatch to retrieve API logs between CRM and downstream systems to troubleshoot issues.
• Query databases using SQL to fetch details and identify impacted customer accounts for incidents.
• Follow SOPs, validate changes, and identify process improvements to reduce audit risk.
• Provide proactive updates to the manager on incident delivery status and any critical issues.
• Identify recurring issues, raise Problem tickets, and drive RCA and permanent fixes with the relevant teams.
• Coordinate between Product teams and Business Owners for service requests routed to the SDMO queue and ensure test validation before production delivery.
• Handle incidents related to BSS stacks : CRM, Billing, Broadband, Activation, etc., and troubleshoot within permissible application access.

Qualifications

Company and Role Information

About Astro

It’s our people that make Astro Malaysia’s leading entertainment company. We are an inclusive employer, to enable everyone at Astro to be their best. We embrace differences, celebrate it, and thrive on it for the benefit of our employees, our products / services and our community. We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive.

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