Telecom Ops Analyst

Hi, I'm Recruiter Minnie J, your Recruiter and guide to joining CSG! We are excited to learn more about you and your unique background.

At CSG, we choose to see beyond a resume paper. We put your story, perspective, background, and what you have to offer first. While the traditional approach works for some, many miss out on fantastic talent like yourself, and we refuse to make that mistake. Instead, we believe that by channeling the power of all, we make ordinary customer and employee experiences extraordinary.

Channel the power of YOU as the next Full-time Operational Engineer at CSG.

Who will love this job

• A hybrid – you excel when you can choose your work style - remote, in-office, or a combination of both
• A grower – you learn new skills and expose yourself to experiences that you can apply quickly to enhance results
• An individualist – you succeed by leading your own projects and producing impactful outcomes
• A time-manager – you know how to reprioritize when moving parts are dependent on timelines
• An empath – you know how to connect and communicate with different audiences worldwide

What you'll do

• Expert in Application configuration across domains in catalog/customer/order management, rating and billing
• Support for operational production issues. Ensures compliance with SLAs and OLAs
• Administration and configuration of application and infrastructure systems
• Regular Operational tasks such as Bill Runs, Rating/Revoking, Failed orders re-processing, Payment failures management.
• Serves as subject matter expert for matters relating to system and application architecture.
• Participates in process improvement efforts through automation
• Monitoring of platform through health checks and responding to events using defined playbooks
• Handling Customer communication

Essential Job Functions

The incumbent is responsible for providing key development + in-life support for their focused product / solution area to internal and external resources.

Create necessary configurations in BSS applications

Support and maintenance of production and non-production environments - including on-call support / work variety of shifts to include weekends, holidays or extra shifts/extended shifts or as needed.

• Work with L1/L2/L3/L4 support and operations teams to ensure successful deployment and operation of their application and ongoing operational activities

• Independently build and test reliable solutions and once released, troubleshoot any issues, actively seeking out problems and solving them.

• Respond to high severity production issues and perform root cause analysis

• Act as Incident Commander during production incidents
• Act as point of communication to the client
• Contribute to Weekly, Monthly and Quarterly client review – e.g. reporting, AAS

• Create seamless/automated build scripts used for release management across all environments.

• Contribute to the DevOps community by way of good & best practices and support mentoring/coaching and training the wider team

• Comprehend customers security and data policies and ensure adherence

• Liaison with cross functional teams to investigate customer issues and drive early resolution.

• Prepare, validate, and Share the data which are required to cleanup/correct/reconcile as a part of fix

• Maintains system and database backup and recovery policies and procedures.

• Acts as a SME for operational aspects of assigned solution/product. Performs installations, configurations, and upgrades to CSG products and 3rd party software.

• Hands on experience in scripting languages and object-oriented programming language

• OS experience: Windows and/or Linux

• Experience in infrastructure and application monitoring tools

• AWS
• Kibana
• Postman
• Excel
• Confluence
• Jira/Remedy for ticket mgmt

• Understanding and working knowledge of CI/CD pipelines

• Ability to troubleshoot issues and provide solutions

• Validation of installation/release and configuration processes and procedures

• Active participation with the other teams involved in delivery (Development & Project Management). • Troubleshooting and bug fixing for solutions once in place.

• Participate in the on-call rotation

• Under limited supervision, support the development team in releases and promotions from development through to production, as defined by playbook. Solution & New Product Evaluation:

• Assists in the identification and analysis of the internal/external client’s technical requirements.

• Under limited supervision, gathers information from customers on technical requirements.

• Under limited supervision, provides technical input and consultation for application deployment. Communication & Documentation:

• Effectively communicates with customers and colleagues a like.

• Produces and maintains documentation on projects, research, solution delivery and support and automation as assigned.

Experience

• 3-5 years of related experience in operational engineering or equivalent role or 2-3 years in software development

Bachelor’s degree in Engineering or equivalent

• Good analytic skills, good problem solver
• Tools
• Ascendon knowledge (will be provided through in -house training)
  • Reporting
  • Workbench
• Automation tooling
• Ticket management (Jira, Remedy)
• Preferably BSS / telecommunication background
• Preferrable one scripting or programming language

• Some experience with a broad range of IT technologies: Network, Storage, Virtualization, Compute, Database, Automation, SDLC, and distributed transactions in high volume managed services or billing services provider environments

Knowledge, Skllls and Abilty

• Familiarity with practical agile development methodologies.

• Experience with required coding and scripting languages (Shell Scripting).

• General knowledge of database architecture and function.

• Demonstrates a great deal of self-drive and initiative in a highly independent environment.

• Strong oral and written/editing skills.

• Good interpersonal skills.

• Knowledge of Linux Shell and Windows PowerShell scripting.

• Works with some independence, yet most feature level work assigned by lead. Knows when to seek guidance from teammates or lead.

• Balances task load to deliver in a timely manner. • Involved in story creation and iterative planning.

• Demonstrates solid skill and is working to gain additional experience

• Good Understanding of OS, Network, Database and application monitoring tools.

• Demonstrates creativity when researching or solving a situation.

Our Guiding Principles

Impact

Always help and empower others, whether they’re colleagues or customers. When our employees set their minds to something, great things happen.

Integrity

Do what’s right for our customers and our people while being authentic. We treat everyone with trust and respect—that’s just who we are.

Inspiration

Be bold in the way you think and passionate about the work you do. Test out innovative ideas without the fear of failure.

CSGer Perks & Benefits (Feel free to adjust this by regional benefits!)

• Work from Home, in-office, or hybrid
• Employee Belonging Groups
• Healthcare: Dental, Medical, and Vision
• Paid Vacation, Volunteer, and Holiday Time Off
• And so much more!

View More Benefits (https://www.csgi.com/careers/)

If you would like to be considered for employment opportunities with CSG and need special assistance due to a disability or accommodation for a disability throughout any aspect of the application process, please call us at +1 (402) 431-7440 or email us at [email protected]. CSG provides accommodations for persons with disabilities in employment, including during the hiring process and any interview and/or testing processes.

Our Story

CSG empowers companies to build unforgettable experiences, making it easier for people and businesses to connect with, use and pay for the services they value most. For over 40 years, CSG's technologies and people have helped some of the world's most recognizable brands solve their toughest business challenges and evolve to meet the demands of today's digital economy.

By channeling the power of all, we make ordinary customer and employee experiences extraordinary. Our people [CSGers] are fearlessly committed and connected, high on integrity and low on ego, making us the easiest company to do business with and the best place to work. We power a culture of integrity, innovation, and impact across our locations, representing the most authentic version of ourselves to build a better future together. That's just who we are. Learn more about CSG Inclusion & Impact here

Follow us! LinkedIn | Facebook | Twitter

#LI-Remote

Location(s):

Malaysia Remote