Application Support Engineer

Job Description

Key Objectives / Accountabilities:

Our company is seeking an enthusiastic Operations Engineer. You will get the chance to work with a diverse team of people with operations and IT expertise and you will contribute to the definition and documentation of industry best practice key processes that ensure measurable criteria for automation and continuous improvement 

Key Responsibilities 

• Monitoring and managing the day-to-day operation of the company’s Operations Support Systems (OSS) and Business Support Systems (BSS), ensuring that events are handled appropriately.
• Provide immediate technical support and investigation to reported issues, ensuring that these issues are investigated thoroughly, in a timely manner. 
• Liaising with our Software development partners to resolve reported issues tracking faults on occurrence, following through to resolution.
• Liaising with our Network Operations team and customers to resolve enquiries and complaints. 
• Maintain and manage maintenance schedules, including running daily, weekly, monthly, and annual maintenance processes 
• Acceptance of new BSS/OSS elements, ensuring documentation is up to date including but not limited to acceptance tests, site contacts, documentation suite. 
• Provide technical support to non-technical operations staff. 
• Manage the tracking and escalation of incidents and complete root cause analysis 
• Maintaining and updating Known error Database with internal and Partner collaboration. 
• Work with business stakeholders and IT to ensure the quality of documentation and ability to measure and manage the performance of incident tickets against KPI’s. 
• Contribute to Continual Service Improvement 

Required Skills and Experience 

• Bachelor’s degree in Computer Science, Information Technology, or other highly technical discipline.
• 2-3 years’ experience in Telecom or an IT operations Systems and Cloud environment, AWS preferred but not essential 
• A proactive approach to spotting problems, areas for improvement, and performance 
• Excellent written and oral communication, reporting and presentation skills 
• Excellent relationship skills with a strong focus on exemplary service 
• Excellent analytical and problem-solving skills 
• Knowledge on ITIL incident, problem and change management practices

Must Have 

• Strong working knowledge of Unix, SQL and at least one scripting language such as JavaScript 
• Strong knowledge of SOAP & REST, and practical experience working with Postman and SoapUI applications. Understanding of both JSON and XML data payloads 
• Assist with the execution of defined manual operations, via command line or application interface