BO CRM / Operational Engineer

JOB Purpose:

we are looking for people who share our vision: to enrich life through communication. Providing professional operations & maintenance support to Telecom Operators through daily interaction with support groups.

Duties & Responsibilities:

The BO-CRM Engineer involves in the delivery of 8*5 maintenance service for BSS applications and systems to maintain its availability, performance, and thresholds. The engineer will be responsible for executing day to day operation for all service in scope and also be available for On-call support in case there are any Critical / Major alarms that may arise.

Routine Actions:

Responsibilities includes providing L2 support for the CRM issues assigned or escalated by the MS Operations team

Should be aware of different modules in BSS CRM and have experience in solving issues

Perform CRM routine tasks and changes required in the respective modules as per the rectifications and incidents restoration plan

Software loading, configuration, integration, verification, and troubleshooting of existing solutions on a customer site or in a lab environment

Routine work includes activation, deactivation, suspend, resume service, sim and MSISDN inventory management, blacklist number, suspected MSISDN, new number creation etc.

Handling CRM services that includes Batch, API , SOAP

Handle UAT with customer in Testbed and Production for new features delivered on site

• Comply to SLAs with provided solutions
  
• Repetitive work on daily , weekly and Monthly basis includes activation, deactivation, retention, offer attachment, double data offer attach and detach
  
• Lead the investigation and isolation of unique and challenging problems, collaborating with product development teams and other support groups to devise a plan for resolution that meets the customers needs
  
• Provide support for the alarms generated in monitoring tools
  
• On time generation of MIS reports and adhoc basis
  
• Timely interactions with the teams working on the issues to avoid any delays impacting SLA
  
• Technically support for resolving major incident. Perform Root Cause Analysis for repeating issues and escalate to provide permanent fix
  
• Track and report recurring problems or failures and provide associated consequences of problems if there is a business impact to Customer
  
• Log detailed information for the problems solved and updates in the ticketing tool and into the shift register.
  
• Provide regular updates on high priority problems in timescales agreed with the business
  
• Conducts reviews on Problem and Known Errors that have been identified and action taken to verify that all steps were completed and the objective of the process was achieved
  
• Review and assessment technical solution of major change and Evaluate impact of change from a solutions point of view
  
• Design technical solution ,i.e. capacity monitoring, system maintenance solution to improve operation effectiveness and efficiency;
  
• Provide work wise periodic status report to BO lead / PM (weekly, monthly)
  
• Available to work on urgent situations and on call basis during emergency (including holidays)
  
• Validating and maintaining the Known Error Database (KEDB) for Billing (not limited to charging, provisioning/ configuration and mediation Components)
  
• Update and maintain data used for reporting on technical and service capabilities
  
• Provide training to new members / system users and re-training to existing users on new functionalities
  
• Quick leaner of the required technical knowledge and team player
  

Requirements

Preferred Experiences

• Bachelor Degree in Computer Science (IT) / Computer Science/ or related fields.
  
• 5 to 8 years experiences in same field.
  
• Good knowledge on CRM, Oracle, PLSQL, Linux
  
• Good ITIL Knowledge
  
• Strong analytical and problem solving skills
  
• Excellent Troubleshooting skills.
  

KPI

• Scheduled work success rate
  
• Service request fulfillment rate
  
• % Incident Resolution Meet within Target
  
• % Problem Resolution Meet within Target
  
• % Changes done successfully without any issues