Support Engineer - BSS/OSS Platform Support

Singtel Group; Kuala Lumpur; On-site; MYR 90,000 - 140,000; Full time

Job summary

Singtel KL (Sudong MY Sdn Bhd) is seeking a Support Engineer – BSS/OSS Platform Support to maintain health and reliability of the platforms underpinning our digital telco services in Kuala Lumpur. You will investigate cross-domain issues across BSS/OSS, Azure services, APIs and microservices, and support incident response and RCA.

You will collaborate with teams across Singapore and India, manage P1/P2 bridges, and contribute to continuous improvement across DEV, UAT and PROD environments.

Qualifications

• Diploma or degree in Information Technology or a related discipline.
• Approximately 3–5+ years of experience in application/platform support, monitoring and RCA management or site reliability engineering in telecommunications or high-throughput environments.
• Experience with BSS capabilities including CRM, order capture/orchestration, product catalogue, mediation, billing and charging.
• Experience with 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.
• Scrum, Linux or Azure-related certifications are advantageous.

Responsibilities

• Platform Operations & Incident Management across BSS/OSS domains.
• Investigate platform incidents, implement workarounds and restore service within SLAs.
• Support P1/P2 incident bridges and coordinate with vendors and cross-functional teams.
• Root-cause analysis and post-incident reviews with corrective actions.
• Application, API & Data troubleshooting for REST APIs, JSON and OAuth/OpenID Connect.
• Use SQL to analyse data issues and performance.
• Cloud Operations, monitoring and reliability across Azure-hosted apps.
• Maintain incident, SLA and stakeholder reports; keep documentation up to date.
• Coordinate escalations with stakeholders and vendors; participate in Change, Incident, Problem, Risk and Security processes.

Skills

Platform support

Incident management

SRE practices

Analytical skills

Communication

Teamwork

Problem solving

English proficiency

Education

Diploma or degree in Information Technology

Tools

ServiceNow

ELK Stack

Azure

PostgreSQL

SQL Server

Job description

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.