ASE - Support

We are looking for enthusiastic and motivated fresh graduates or early-career professionals to join our Telecom OSS/BSS support team. This role involves monitoring and resolving issues related to customer orders that fail during processing (order fallouts) and managing support tickets raised by users or systems. You will work with telecom applications like Siebel, OSM, UIM, AIA, and BRM.

• Continuously monitor telecom systems to detect order fallouts, analyze root causes, and apply corrective actions to restore normal operations.
• Handle and resolve support tickets related to customer orders, billing discrepancies, and service provisioning by coordinating with relevant teams and systems.
• Assist senior engineers in monitoring and supporting OSS/BSS applications, ensuring smooth operation and timely identification of issues.
• Escalate complex technical or operational issues to senior teams, providing detailed incident information, and follow up until resolution is confirmed.
• Perform initial triage and analysis of incidents and service requests to determine severity, impact, and required next steps.
• Execute SQL queries to verify data integrity, troubleshoot issues, and provide accurate findings for resolution.
• Support scheduled maintenance activities, system deployments, and patching tasks while ensuring minimal service disruption.
• Contribute to automation initiatives by developing Python scripts and leveraging Gen AI tools to streamline routine processes and reporting.
• Maintain comprehensive documentation of incidents, troubleshooting steps, resolutions, and standard operating procedures (SOPs) for knowledge sharing.
• Escalate recurring or unresolved issues to L3 and development teams with proper technical documentation and impact analysis