The Second Level Application Operations team ensures the availability, stability, and optimization of BSS tools and processes while adhering to company's security policies. The team provides advanced technical support, proactively resolves issues, and collaborates with development and infrastructure teams to enhance the performance and reliability of BSS applications for company''s local markets. This role focuses on deeper incident resolution, root cause analysis, and proactive improvements, aligning with business needs and technical strategies.
Employer Profile
telecommunications
Responsibilities
Technical Operations & Troubleshooting:
Take ownership of escalated incidents, problems, and complex service requests from first-level support.
Conduct root cause analysis (RCA) for recurring issues, implement permanent solutions, and document results.
Optimize and fine-tune BSS application performance through configuration changes or code-level adjustments.
Execute and validate complex changes and releases, ensuring minimal service disruption.
Platform and Service Management:
Perform advanced platform health checks, identify improvement areas, and implement automation where applicable.
Provide second-level technical support for BSS processes, including advanced troubleshooting and resolution of service-related issues.
Monitor and analyze platform usage to detect anomalies, bottlenecks, and areas for proactive improvements.
Collaboration and Stakeholder Engagement:
Collaborate with development, testing, and infrastructure teams to implement solutions that enhance service quality.
Act as a liaison between first-level teams and third-party vendors for advanced issue resol
Support long-term planning by providing technical input for upgrades, migrations, and capacity planning.
Knowledge Sharing and Team Development:
Assist in upskilling the first-level team by providing training and knowledge-sharing sessions.
Document operational procedures, known issues, and resolutions in the team knowledge base.
Process Improvements:
Identify opportunities for process automation and implement scripts/tools to improve operational efficiency.
Participate in audits, ensuring compliance with ITIL best practices and company security policies.
Requirements
Competente de baza, cunostințe si experienta:
Cerinte lingvistice:
In-depth Knowledge of BSS Systems:
Advanced understanding of BSS tools, IAM processes, and user management interfaces.
Experience in handling complex incidents and providing long-term solutions to operational challenges.
Analytical and Problem-Solving Skills:
Strong analytical thinking and the ability to solve high-impact technical problems effectively.
Proven ability to identify and implement process optimizations.
Collaboration and Communication Skills:
Excellent communication skills (verbal and written) to interact with technical and non-technical stakeholders.
Ability to coordinate with cross-functional teams in a global environment.
Team Leadership Experience:
Minimum 2-3 years of experience managing or mentoring technical teams in second-level application operations.
Demonstrated ability to manage competing priorities effectively in a high-pressure environment.
Calificari tehnice / profesionale obligatorii:
Database Management:
Proficient in Oracle/SQL: writing complex SELECT statements, optimizing queries, and managing schemas.
Experience in modifying SQL/PLSQL scripts for process improvements.
Scripting and Automation:
Advanced scripting skills in Bash, Python, or JavaScript for monitoring and automation.
Operating Systems:
Strong knowledge of Unix/Linux environments, including troubleshooting and log analysis.
Middleware and Application Servers:
Hands-on experience with Oracle Middleware 12C and WebLogic.
Knowledge of high-availability setups, including load balancers and Oracle-internal HA methods.
Application Operations and Process Knowledge:
Expertise in IAM processes and nGUM design, including:
Workflow management and connectors (e.g., TPS/AD, TTWOS, OSF, OSS).
Scheduled job monitoring, BI-Publisher reporting, and operational documentation.
Familiarity with project management tools and processes (e.g., PPM).
Monitoring and Incident Management Tools:
Proficiency in oneITSM (Global Remedy) and TTWOS for incident and change management.
Language Requirements:
English: Fluent in written and verbal communication.
Certifications:
ITIL Intermediate Certification(s) (mandatory).
Relevant certifications in Oracle, Linux, or other technologies (preferred).
Subordonati direct: conduce o echipă de 10-20 persoane
Additional Information
Livrabile:
Scripturi de automatizare
Rapoarte regulate de performanță și stare de sănătate pentru componentele soluției
Rapoarte regulate cu probleme deschise, stare și acțiuni de rezolvare
Pre-release features review and comments
Sesiuni de instruire tehnică pentru platforme comune în suport (hardware și software)
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