Senior Support Engineer

Singtel Group; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading telecom company in Kuala Lumpur seeks a Software Support Engineer to monitor and analyze fallout cases in the BSS/OSS ecosystem. The role requires 4-5 years of experience in IT and telecom environments, particularly with order management systems. Ideal candidates will have experience with Amdocs BSS and Netcracker OSS. Proficiency in SQL is essential. This position involves troubleshooting, cross-functional collaboration, and participation in incident resolution supporting seamless order processing.

Qualifications

• 4-5 years of relevant experience in IT and Telco roles.
• Experience in fallout management or stuck order clearance preferred.
• Knowledge of order orchestration and telco BSS/OSS architecture.

Responsibilities

• Monitor and analyze fallout cases within the BSS/OSS ecosystem.
• Investigate order fallout scenarios and execute corrective actions.
• Collaborate with cross-functional teams to resolve issues.

Skills

Fallout management

Order management

SQL knowledge

Telecommunications knowledge

Amdocs BSS experience

Netcracker OSS experience

Job description

​The Software Support Engineer (BSS/ OSS) is responsible for monitoring and analyzing fallout cases across various integration points within the BSS/OSS ecosystem. He/ She will work primarily with large-scale CRM, order management, and billing/charging platforms besides resolving fallout cases and ensuring stuck orders are cleared within defined SLA timelines. The ideal candidate should have experience dealing with Amdocs BSS and Netcracker OSS fallout management or stuck order clearance.

Make an Impact by:

• Work primarily with Amdocs products (CRM, Ordering/OMS, ABP) and Netcracker technologies.
• Investigate order fallout scenarios, identify root causes, and execute appropriate corrective actions.
• Analyze end‑to‑end order flows across Amdocs BCC (OMS, CRM, ABP) and Netcracker platforms to identify gaps or inconsistencies.
• Work independently to resolve fallout cases and ensure stuck orders are cleared within defined SLA timelines.
• Analyze, write, and optimize SQL queries to support daily operations.
• Perform data correction and initiate recovery steps to ensure smooth order progression.
• Collaborate with cross‑functional teams (Operations, IT, Product, Network, Vendors) to analyze issues and determine resolution pathways.
• Support solution design activities for system enhancements, defect fixes, and order‑flow optimization.
• Identify recurring issues and report them to vendors for long‑term resolution.
• Handle incidents assigned to the team in Service Now platform, and perform the necessary actions to restore service or resolve the issue promptly.
• Work closely with SMEs to quickly identify customer impact (who, how, when) during incidents or fallout events.
• Work on a rotational shift schedule, including night shifts, weekend support, and on‑call responsibilities.
• Answer on‑call support requests and carry out all necessary actions to resolve issues promptly and maintain service continuity.
• Participate in major incidents by coordinating with cross‑functional teams, executing service recovery actions, and assisting application teams with the required data and investigation support.
• Prepare and maintain daily, weekly, or monthly summary reports of fallout cases as needed.

Skills for Success:

• Minimum 4‑5 years’ of relevant experience in IT & Telco, order management, or solution design roles.
• Experienced in fallout management or stuck order clearance is highly preferable
• Candidates with experience dealing with Amdocs BSS/ Netcracker OSS are required for the role.
• Working knowledge of SQL is required for data extraction and analysis of datasets.
• Understanding of order orchestration, provisioning workflows, and telco BSS/OSS architecture.
• Knowledge of JSON/XML, APIs, integration flows, and system logs is an added advantage.

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