Senior OSS Support Engineer

About the Role

We are looking for a seasoned Senior OSS Support Engineer to enhance our technical operations team. This role involves delivering advanced L2 technical assistance to prominent telecom and network service providers. You'll be responsible for diagnosing and fixing intricate software problems, orchestrating application deployments within modern cloud settings, and guaranteeing SLA compliance.

Primary Responsibilities

• Offer expert-level L2 technical support by investigating and resolving software faults reported by operators' technical personnel.
• Manage bugs and incidents by addressing issues identified in testing environments, conducting occasional retests of fixes, handling incoming tickets, and enforcing strict SLA adherence.
• React promptly to monitoring system alerts to preempt service interruptions.
• Administer application lifecycle tasks including installing full software releases, patches, and hotfixes.
• Lead and coordinate daily tasks, shift plans, and workload distribution within the localized technical support team.
• Collaborate effectively with Production, R&D, and Delivery teams to escalate concerns and enhance product quality.
• Develop and maintain detailed technical documentation covering troubleshooting approaches and standard operating procedures (SOPs).

Required Skills and Experience

• Proven extensive experience with OSS software concentrating on Fault Management, Performance Management, and Service Desk functions.
• Professional background within Support Domains such as NOC, Application Teams, or as Systems Integrator.
• In-depth understanding of telecom networks and industry operations gained from either operator or vendor perspectives.
• Hands-on expertise and knowledge of cloud computing environments and Kubernetes container orchestration.
• Possession of a current, valid ITIL certification.
• Experience leading a small team or coordinating team tasks and schedules.
• Strong ability to perform root-cause analysis using SQL, Linux, system logs, APIs, and scripting.
• A university degree in Computer Science, Software Engineering, Computer Engineering, or Telecommunications Engineering.
• Fluent English communication skills, both written and verbal.
• Residing in or willing to relocate to Dammam, Saudi Arabia.

Additional Advantage

• Familiarity with Business Support Systems (BSS) software.
• Arabic language skills are highly regarded.
• Past experience leading a small technical team is a plus.

Benefits

• Involvement in planned maintenance, upgrades, and significant software release support.
• Competitive remuneration and job stability from a company with over three decades of market presence.
• Opportunities for professional development and access to a global knowledge base.
• Part of an international leader in digital transformation.