Technology Operation Support Engineer – BSS Specialist

We dont think about job roles in a traditional way. We are anti-silo. Anti-career stagnation. Anti-conventional.

Beyond ONE is a digital services provider radically reshaping the personalised digital ecosystems of consumers in high growth markets around the world. Were building a digital services aggregator platform with a strong telco foundation and a profitable growth strategy that empowers users to drive their own experiencesubscribe once source from many and only pay for what you actually use.

Since being founded in 2021 weve acquired Virgin Mobile MEA Friendi Mobile MEA and Virgin Mobile LATAM (with 6.5 million subscribers) and 1600 dedicated colleagues across Chile Colombia KSA Kuwait Mexico Oman Pakistan and UAE.

To disrupt for good takes a rebellious spirit a questioning mind and a warm heart. We really care about how to get things done and not who manages who. We benefit from our diversity and together we disrupt the way we and others thinking about our lives for good.

Do you want to exchange ideas learn from each other and leave your mark on our journey This is the place for you.

Role Purpose

Why this role matters:

As a Technology Operations Support Specialist you play a critical role in ensuring the stability and reliability of our day-to-day technology operations. Acting as the first line of defense you are responsible for managing incoming incidents and service requests across our BSS and digital ecosystem. Your work directly impacts service continuity customer experience and operational efficiency while enabling seamless coordination between engineering teams vendors and key stakeholders.

What success looks like:

• Timely and effective resolution of incidents with strong SLA adherence
• High system availability and minimal service disruptions across BSS and digital platforms
• Well-managed incident queues with clear prioritization and escalation handling
• Strong collaboration across internal teams (Customer Support Product Commercial Engineering) and external vendors
• Continuous improvement through root cause analysis and reduction of recurring issues
• Accurate and up-to-date documentation ensuring knowledge continuity
• Proactive monitoring and automation of incident detection and alerts

Why this is for you:

This role is ideal for someone who thrives in fast-paced operational environments and enjoys solving complex technical issues. If you are detail-oriented proactive and enjoy working cross-functionally with both technical and non-technical teams this is an opportunity to make a direct impact on service quality and operational excellence within a growing telecom/digital ecosystem.

Key Responsibilities

In this role you will be responsible for:

Operations & Incident Management

• Serve as the primary contact point for incoming technical requests and incidents related to BSS and digital platforms (web mobile apps payments activation deactivation user management)
• Assess prioritize and route issues to internal engineering teams or external vendors (including LATAM and Pakistan Engineering teams)
• Coordinate escalations with internal stakeholders such as Customer Support Commercial Product and Digital teams
• Collaborate with external vendors and technology partners to resolve incidents in a timely manner
• Work closely with host Mobile Network Operators (MNOs) to address interconnect and service-related issues
• Monitor incident queues and ensure timely updates and SLA compliance
• Escalate and follow up on high-impact or unresolved issues using defined escalation frameworks
• Maintain detailed documentation of incidents resolutions and workarounds
• Support automation of incident detection and alerting mechanisms

Service Management & Reporting

• Ensure proper categorization logging and tracking of all support requests
• Collaborate with Engineering teams to identify root causes and implement long-term solutions
• Contribute to internal knowledge bases and operational playbooks particularly for digital integrations
• Generate reports on incident volumes SLA performance and trends to support continuous improvement

Change Coordination & Communication

• Participate actively in the planning and coordination of BSS and digital platform changes ensuring readiness of support mechanisms and clear stakeholder communication.
• Provide impact assessment validation and post-deployment support during change or release windows.
• Communicate known issues outages and service interruptions clearly with both technical and non-technical stakeholders.

Qualifications & Attributes

Were seeking someone who embodies the following:

Education:

Bachelors degree in Telecommunications Computer Science Information Systems or related field (or equivalent experience)

Experience:

• 24 years of experience in technical support NOC or telecom operations
• Experience working with internal stakeholders such as Customer Support Product and Commercial teams
• Proven ability to manage escalations and collaborate with external vendors and MNOs
• Experience with incident management processes and ticketing tools (e.g. Jira ServiceNow)

Technical Skills:

• Familiarity with telecom core systems (OSS/BSS DPI signaling provisioning mediation)
• Basic understanding of IP networks system monitoring and cloud environments (AWS preferred)
• Strong understanding of incident management workflows and service operations

Unique Attributes:

• Strong analytical and problem-solving skills
• Proactive detail-oriented and highly organized
• Excellent communication skills with ability to engage technical and non-technical stakeholders
• Ability to work in fast-paced cross-functional environments

Languages:

• Fluency in English and Spanish (mandatory)

Additional Resources

Learn more about Beyond ONE by exploring the following:

• BeyondONEValues

• BeyondONE LinkedIn Page
• How Values Build Belongingby our Group Chief People Officer

Our Hiring Process

Hereswhat you can expect during the interview process:

1. Recruiter Chat:A conversation to understand your background ambitions and expectations.
2. Hiring Manager Interview:A deep dive into the role your experience and how you could add value to our team.
3. Feedback Loop:Depending on the roleyoullmeet with key stakeholders across the organization to get a 360 view of the role.
4. Leadership Interview:For senior roles expect a conversation with our leadership or CEO toalignonvision and cultural fit.

Our Commitment to Feedback

At Beyond ONE we are dedicated to offering clear and constructive feedback throughout the interview process. If you reach the interview stage butarentselected we will provide feedback to help you understand what our team appreciated in your application and where weidentifiedgaps. We believe offering thoughtful feedback is essential for building trust and fostering long-term relationships even with candidates we may not hire.

What we offer:

• Rapid learning opportunities - we enable learning through flexible career paths exposure to challenging & meaningful work that will help build and strengthen your expertise.
• Hybrid work environment - flexibility to work from home 2 days a week in our UAE & Pakistan offices.
• Healthcare and other local benefits offered in market.

By submitting your application you acknowledge and consent to the use of Greenhouse & BrightHire during the recruitment process. This may include the storage and processing of your data on servers located outside your country of residence. For further information please contact us at