Senior Support Engineer (OSS/BSS)

Responsibilities

• Work primarily with Amdocs products (CRM, Ordering/OMS, ABP) and Netcracker technologies.
• Investigate order fallout scenarios, identify root causes, and execute appropriate corrective actions.
• Analyze end-to-end order flows across Amdocs BCC (OMS, CRM, ABP) and Netcracker platforms to identify gaps or inconsistencies.
• Work independently to resolve fallout cases and ensure stuck orders are cleared within defined SLA timelines.
• Analyze, write, and optimize SQL queries to support daily operations.
• Perform data correction and initiate recovery steps to ensure smooth order progression.
• Collaborate with cross-functional teams (Operations, IT, Product, Network, Vendors) to analyze issues and determine resolution pathways.
• Support solution design activities for system enhancements, defect fixes, and order-flow optimization.
• Identify recurring issues and report them to vendors for long-term resolution.
• Handle incidents assigned to the team in Service Now platform, and perform the necessary actions to restore service or resolve the issue promptly
• Work closely with SMEs to quickly identify customer impact (who, how, when) during incidents or fallout events.
• Work on a rotational shift schedule, including night shifts, weekend support, and on-call responsibilities.
• Answer on-call support requests and carry out all necessary actions to resolve issues promptly and maintain service continuity.
• Participate in major incidents by coordinating with cross-functional teams, executing service recovery actions, and assisting application teams with the required data and investigation support.
• Prepare and maintain daily, weekly, or monthly summary reports of fallout cases as needed.

Requirements

• Minimum 4-5 years’ of relevant experience in IT & Telco, order management, or solution design roles.
• Experienced in fall out management or stuck order clearance is highly preferable
• Candidates with experience dealing with Amdocs BSS/ Netcracker OSS is required for the role. 
• Working knowledge of SQL is required for data extraction and analyzing datasets
• Understanding of order orchestration, provisioning workflows, and telco BSS/OSS architecture.
• Knowledge of JSON/XML, APIs, integration flows, and system logs is an added advantage.