Support Engineer - BSS/OSS Platform Support

Job description

Be a part of something BIG! Say HELLO to BIG Possibilities with Singtel KL (Sudong MY Sdn Bhd)! Singtel is a communications technology group focused on connecting people and businesses through innovation and digital services. We are looking for a Support Engineer – BSS/OSS Platform Support to maintain the health, reliability and support of platforms underpinning our digital telco services. You will investigate cross-domain issues across BSS/OSS, Azure services, APIs and microservices, charging systems and web/mobile applications. You will support incident response, root-cause analysis, release readiness and continuous improvement across DEV, UAT and PROD environments. Make an Impact by: 1. Platform Operations & Incident Management • Provide L2/L3 technical support across BSS domains such as CRM, Order Management, Billing, Mediation and Charging, and OSS domains including Provisioning, Activation, Inventory and Network Exposure. • Investigate platform incidents, implement approved workarounds and help restore service within agreed SLAs. • Support P1/P2 incident bridges and coordinate with vendors and cross-functional teams in Singapore and India. • Perform root-cause analysis, contribute to post-incident reviews and implement corrective and preventive actions. 2. Application, API & Data Troubleshooting • Troubleshoot API-first and microservices architectures, including REST APIs, JSON, OAuth/OpenID Connect, rate limits and resiliency patterns. • Use SQL, including PostgreSQL or SQL Server, to analyse application data issues, integrity and performance. • Diagnose issues involving connected web/mobile applications, integration services and real-time charging systems. 3. Cloud Operations, Monitoring & Reliability • Support platform monitoring and technical investigations across Azure-hosted applications and services. • Use operational and observability tools such as ServiceNow and the ELK stack for incident, problem and change workflows. • Contribute to high-availability, disaster-recovery, capacity planning and operational risk mitigation. • Identify incident trends and improve monitoring, testing and release practices to reduce recurring issues. 4. Service Management & Operational Readiness • Maintain accurate incident, SLA and stakeholder reports in line with Group IT procedures. • Ensure service management documentation is complete, consistent and up to date. • Support necessary manual operational activities and user requests while sustainable fixes are developed. • Participate in scheduled extended shift coverage, including on-call support outside standard working hours and weekends when required. 5. Stakeholder Collaboration & Continuous Improvement • Coordinate technical escalations with business stakeholders, vendors and cross-functional engineering teams. • Communicate incident impact, progress and recovery actions clearly. • Support compliant Change, Incident, Problem, Risk and Security Management activities. • Proactively identify and implement opportunities to improve platform stability and operational efficiency. Skills for Success • Diploma or degree in Information Technology or a related discipline. • Approximately 3–5+ years of experience in application/platform support, job monitoring and optimisation, incident/RCA management or site reliability engineering in telecommunications or a comparable high-throughput environment. • Knowledge of BSS capabilities including CRM, order capture/orchestration, product catalogue, mediation, billing and charging/Intelligent Network. • Knowledge of OSS capabilities including provisioning/activation, inventory, service fulfilment and service assurance. • Hands-on experience troubleshooting REST APIs, microservices, SQL and operational monitoring tools. • Familiarity with ServiceNow, ELK and high-availability, disaster-recovery and capacity-planning practices. • Azure services, NoSQL, distributed tracing and log correlation experience are advantageous. • Whale Cloud Technology ZSmart experience and Scrum, Linux or Azure-related certifications are advantageous. • Strong analytical, communication, teamwork and problem-solving skills, with the ability to manage incidents independently and collaboratively. • Good working proficiency in English. Your Career Growth Starts Here. Apply Now!