Support Engineer

Singtel; Kuala Lumpur; On-site; Confidential; Full time

Job summary

Singtel is seeking a Senior Support Engineer to own end-to-end health, reliability, and support of the BSS/OSS platform, including cross-domain issues spanning Azure, APIs, and front-end apps. You will drive incident response, RCA, and CAPA across DEV/UAT/PROD, and coordinate P1/P2 bridges with SG & India.

The role requires 5–8+ years in telecom platform support, strong BSS/OSS expertise, and hands-on API/microservices troubleshooting. Shift coverage and on-call duties may apply.

Qualifications

• Degree or diploma in Information Technology or equivalent.
• 5–8+ years in platform/application support, incident/RCA management or site reliability engineering within telecom or adjacent high throughput domains.
• Experience in Whale Cloud technology is an added advantage.
• Strong BSS domain expertise, including: CRM, Order Capture & Order Orchestration, Product Catalog, Mediation, Billing & Invoicing, Charging / IN.
• Strong OSS domain expertise, including: Provisioning & Activation, Inventory Management, Service Fulfilment & Service Assurance.
• Proven troubleshooting and problem-solving capabilities in API-first and microservices-based architectures, with hands-on experience in: HTTP/ REST APIs, JSON payloads, OAuth/ OpenID Connect, API rate limiting, idempotency, and resiliency patterns.
• Proficient in SQL (e.g., PostgreSQL, SQL Server) with strong ability to analyze and troubleshoot data issues; working knowledge of database performance and data integrity concepts.
• Hands-on experience with operational and observability tools, including: ServiceNow (incident, problem, change management workflows), ELK stack (logging, monitoring, root-cause analysis).
• Experience in DR, capacity planning, and risk mitigation, including: High availability and disaster recovery strategies, Capacity forecasting, Operational risk identification and mitigation planning.

Responsibilities

• Drive incident response, root‑cause analysis, stability engineering, release readiness, and continuous improvement across environments (DEV/UAT/PROD).
• Willing to support extended operational shift coverage aligned with L2/L3 platform operations, incident response, and on-call support needs.
• Involved in Platform Operations & Incident Management
• Serve as L2/L3 SME for BSS/OSS—triage, diagnose, and resolve incidents across BSS (CRM, Order Management, Billing, Mediation, Charging) and OSS (Provisioning, Activation, Inventory, Network exposure) domains, as well as the Web/App components dependent on the BSS/OSS.
• Lead P1/P2 incident bridges, coordinate with vendors and cross functional teams in SG & India, execute workarounds, and restore service within defined SLAs.
• Perform root cause analysis (RCA), document post incident reviews (PIR), and implement corrective & preventive actions (CAPA).
• Proactively identify and prevent incidents through trend analysis, targeted actions, and clear communication. Analyze and document accurate information to support effective Change, Incident, Problem, Risk, and Security Management.

Skills

Platform support

BSS/OSS

API & Microservices

Incident management

High availability

Telecom domain

SQL

Troubleshooting

Cloud & Azure

Observability

Education

Degree or diploma in Information Technology or equivalent

Tools

PostgreSQL

SQL Server

ServiceNow

ELK stack

Job description

Be a part of something BIG!

The Senior Support Engineer (OSS/BSS) is responsible to own the end-to-end health, reliability, and support of the BSS/OSS platform that underpins our digital telco stack as well as the Web/App components dependent on the platform. He/ She will troubleshoot cross domain issues spanning BSS/OSS, Azure cloud services, APIs/microservices, real‑time charging/IN, and dependent front end apps (web & mobile).

• Drive incident response, root‑cause analysis, stability engineering, release readiness, and continuous improvement across environments (DEV/UAT/PROD).


• Willing to support extended operational shift coverage aligned with L2/L3 platform operations, incident response, and on-call support needs.


• Involved in Platform Operations & Incident Management


• Serve as L2/L3 SME for BSS/OSS—triage, diagnose, and resolve incidents across BSS (CRM, Order Management, Billing, Mediation, Charging) and OSS (Provisioning, Activation, Inventory, Network exposure) domains, as well as the Web/App components dependent on the BSS/OSS.


• Lead P1/P2 incident bridges, coordinate with vendors and cross functional teams in SG & India, execute workarounds, and restore service within defined SLAs.


• Perform root cause analysis (RCA), document post incident reviews (PIR), and implement corrective & preventive actions (CAPA).


• Proactively identify and prevent incidents through trend analysis, targeted actions, and clear communication. Analyze and document accurate information to support effective Change, Incident, Problem, Risk, and Security Management.

Skills For Success

• A Degree or diploma in Information Technology field or equivalent


• 5–8+ years in platform/application support, jobs monitoring/optimisation, incident/RCA management or site reliability engineering within telecom or adjacent high throughput domains.


• Experience in Whale Cloud technology is an added advantage


• Strong BSS domain expertise, including: CRM, Order Capture & Order Orchestration, Product Catalog, Mediation, Billing & Invoicing, Charging / Intelligent Network (IN)


• Strong OSS domain expertise, including: Provisioning & Activation, Inventory Management, Service Fulfilment & Service Assurance


• Proven troubleshooting and problem‑solving capabilities in API‑first and microservices‑based architectures, with hands‑on experience in: HTTP/ REST APIs, JSON payloads, OAuth/ OpenID Connect, API rate limiting, idempotency, and resiliency patterns


• Proficient in SQL (e.g., PostgreSQL, SQL Server) with strong ability to analyze and troubleshoot data issues; working knowledge of database performance and data integrity concepts.


• Hands-on experience with operational and observability tools, including: ServiceNow (incident, problem, change management workflows), ELK stack (logging, monitoring, root-cause analysis)


• Experience in DR, capacity planning, and risk mitigation, including: High availability and disaster recovery strategies, Capacity forecasting, Operational risk identification and mitigation planning