Senior Associate, Business Support Engineer

ASTRO Holdings Behad; Kuala Lumpur; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading entertainment company in Malaysia is seeking a Senior Associate, Business Support Engineer. This role involves providing technical support, managing incident tickets for BSS applications, and coordinating with various teams. The ideal candidate will possess a degree in Business Studies or Computing and have 5-8 years of relevant experience.

Benefits

Vibrant office culture

Career advancement opportunities

Performance rewards

Qualifications

• Degree in Business Studies or Computing, or 5-8 years relevant experience.
• Experience with Evergent, BSS, and Business Communications is a plus.
• Vendor management experience for 2+ years.

Responsibilities

• Provide first level technical support on BSS applications and manage tickets.
• Coordinate with internal teams to resolve issues and keep users informed.
• Handle incidents and conduct billing validation.

Skills

Adaptability

Strategic Thinking

Interpersonal Skills

Testing Skills

Training Skills

Presentation Skills

Proficiency in PowerPoint

Proficiency in Excel

Excellent Command of English

Excellent Command of Bahasa Malaysia

Education

Degree or professional qualification in Business Studies or Computing

Job description

Senior Associate, Business Support Engineer

Apply locations

All Asia Broadcast Centre

Time type

Full time

Posted on

Posted 2 Days Ago

Job requisition id

JR08940

WHY JOIN US?

• We practice a vibrant & energetic office culture.
• We provide opportunities for career advancement within the company.
• Good performance is always rewarded accordingly.

“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 – we celebrate it, we support it, and we 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, compelling and profitable.”

Job Responsibilities

What You Will Do

• Provide first level technical support on incidents related to BSS Application stacks: CRM, Billing, Broadband, Activation for business areas such as PayTV, Enterprise, Njoi, Sooka.
• Understand BSS process flows for PayTV, Enterprise, Njoi, and Sooka.
• Coordinate with CRM Product team, 3PP team, vendors, and internal stakeholders to resolve issues and escalate when necessary.
• Manage tickets, ensure resolution within SLA, follow up on issues, and keep users informed.
• Handle war room for P1/P2 incidents and provide updates to management.
• Contribute to reconciliation activities between BSS applications, Datawarehouse, and SAP to prevent revenue leakage.
• Validate customer bills based on CRM data, identify incorrect charges or omissions.
• Handle ad-hoc billing validation requests.
• Use Postman to trigger APIs for troubleshooting incidents.
• Navigate AWS CloudWatch logs for API troubleshooting.
• Query databases using SQL to identify impacted accounts.
• Follow SOPs, validate changes, and seek process improvements.
• Provide proactive incident updates to managers.
• Identify recurring issues, raise problem tickets, and follow up for RCA and fixes.
• Handle incidents related to BSS stacks: CRM, Billing, Broadband, Activation, etc., routed to SDMO queue.
• Support war room activities for P1/P2 cases on weekdays, weekends, and holidays.
• Coordinate with Product and Business Owners for service requests, testing, validation, and deployment.

Requirements

Who You Are

• Degree or professional qualification in Business Studies, Computing, or 5-8 years relevant experience.
• Experience with Evergent, BSS, and Business Communications is an asset.
• Vendor management and budgeting experience for 2+ years.
• Adaptability, strategic thinking, and innovative mindset.
• Understanding of financial and business issues and decisions.
• Ability to plan and organize ad-hoc projects.
• Strong interpersonal skills to build relationships at all levels.
• Testing, training, and presentation skills.
• Proficiency in PowerPoint and Excel.
• Excellent command of English and Bahasa Malaysia, spoken and written.
• Project Management skills are desirable.

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Additional Info

Astro Malaysia Holdings Berhad (“Astro”) is Malaysia’s leading content and consumer company, serving 75% of Malaysian households across TV, radio, digital, and commerce platforms. Astro keeps Malaysians entertained and informed with a variety of vernacular, international, and live sports content, engaging 24 million individuals.