Operations Support System Engineer

Business Analysis Solution Architecture & Stakeholder Engagement

• Requirements Elicitation & Scoping: Partner with operations managers business units and key stakeholders to capture analyse and refine operational and network requirements into detailed Business Requirements Documents (BRDs) Epics User Stories and Acceptance Criteria (BDD/Gherkin).
• Architecture & Executive Sign-off: Collaborate with internal technology teams to architect scalable end-to-end solutions; present technical proposals and delivery roadmaps to Business Unit leadership for sign-off.
• Technical-Business Bridge: Translate complex network operational data and technical findings into actionable business insights workflow models and operational improvements.

End-to-End Delivery & Platform Management

• Lifecycle Ownership: Own solution delivery from concept to productionincluding solution design project management implementation QA testing and release management.
• Cloud Infrastructure & System Integration: Design deploy and maintain resilient application capabilities across Linux and AWS leveraging REST APIs Message Bus architectures OAuth and webhooks.
• Process Improvement & QA Strategy: Identify operational bottlenecks design UAT procedures and test strategies automate manual tasks and ensure platform scalability reliability and security.

Openware Observability Monitoring & Network Assurance

• Open-Source Monitoring Management: Deploy maintain and optimise openware observability stacks (Prometheus Grafana OpenNMS Nagios and / Alertmanager) to modernise and replace legacy commercial monitoring suites.
• Proactive Assurance & Telemetry: Configure streaming telemetry SNMP MIBs and automated alert thresholds across network elements and cloud applications to ensure rapid failure detection.
• Incident Escalation & RCA: Provide Level 3 troubleshooting and root-cause analysis (RCA) to resolve complex operational network and system incidents.

Salesforce Ecosystem & Business Intelligence

• Custom Development & CI/CD: Build and support solutions within Salesforce Service Cloud utilising Apex LWC SOQL/SOSL Agentforce 360 and Data Cloud backed by GitHub-based CI/CD pipelines.
• Platform Administration: Administer security models (Roles Profiles Permission Sets FLS MFA/SSO) declarative automations (Salesforce Flow) custom objects and data governance.
• BI Dashboards & Reporting: Design build and maintain executive reports and interactive dashboards in Power BI and Salesforce to drive data-informed decision-making.

Atlassian Ecosystem & Jira Space Administration

• Jira Space & Project Administration: Configure and manage Jira spaces issue types custom workflows field configurations screen schemes and permission models across operational teams.
• Workflow Automation: Build and maintain native Jira Automation rules custom JQL filters and webhooks to streamline cross-team routing SLA tracking and operational handoffs.

Governance Lifecycle & Operational Support

• Knowledge Base Authoring: Create and maintain technical specifications architecture diagrams API docs and operational playbooks in Confluence.
• Vendor Management & Cost Optimisation: Partner with third-party vendors and partners to manage product lifecycles integrate external systems and optimise system costs.
• On-Call Support: Participate in scheduled on-call rotations and maintain flexible working hours to support critical incidents and maintain system uptime.

Professional & Industry Experience with Certifications Required or Preferred

• 810 Years of Experience: Proven track record in IT Telecommunications or Cloud Systems Engineering within hybrid Business Systems Analysis OSS/BSS Salesforce and Atlassian administration roles.
• Agile & Remote Leadership: Demonstrated ability to work independently within distributed teams participate actively in Agile frameworks and manage multi-stakeholder engagements.
• Certifications: Salesforce or Atlassian Business Analysis & Agile Cloud & Analytics and Telecom & Network Frameworks

Business Analysis & Business Intelligence

• Requirements & Process Mapping: Expertise modelling As-Is and To-Be operational workflows performing gap analysis and building specs using Lucidchart Visio Jira and Confluence.
• Data Visualisation & Analytics: Hands-on experience constructing dashboards JQL filters gadget views and KPI metrics in Power BI Salesforce Reports and Jira.

• Observability Tools: Hands-on experience with open-source monitoring and alerting tools including Prometheus Grafana Alerta () Alertmanager OpenNMS and Nagios.
• Networking Protocols: Solid understanding of Network Management Systems (NMS) SNMP MIBs streaming telemetry MPLS and AWS networking platforms.

Salesforce Ecosystem Engineering

• Admin & Declarative Tools: Deep knowledge of Salesforce Service Cloud Flow Builder Data Loader AppExchange Omni-Channel and security controls.
• Programmatic Development: Practical experience with Apex Triggers Lightning Web Components (LWC) SOQL SOSL Data Cloud and Agentforce 360.
• DevOps & Release Management: Hands-on release management using DevOps Centre Change Sets and GitHub-based CI/CD pipelines.

Atlassian Ecosystem Administration

• Jira Admin & Automation: Advanced skills in native Jira Space administration custom workflow/scheme design Jira Automation rules webhooks and advanced JQL.

Software Engineering DevOps & Data

• Programming & Scripting: Strong coding skills in Python and Shell scripting; proficiency in Groovy JavaScript Vue and working knowledge of Perl.
• Databases: Hands-on experience querying and managing PostgreSQL MongoDB and MySQL.
• Cloud & IaC: Functional knowledge of AWS cloud services Linux sysadmin and Infrastructure as Code (IaC) tools.