Technical Engineer [BSS Order Management & Provisioning]

A Global IT Service firm is looking for a Technical Engineer for its E-commerce business

Responsibilities:
- Provide expert technical support and drive incident recovery for critical production issues, focusing on rapid resolution of order processing failures and front-end application issues impacting customer experience
- Prioritize incidents based on business impact, customer experience, and revenue to minimize downtime and service disruption
- Implement immediate workarounds and data fixes to restore functionality, ensuring data integrity and accurate billing/provisioning
- Participate in a 24/7 on-call rotation for critical incidents, demonstrating a strong commitment to system uptime and availability
- Conduct in-depth Root Cause Analysis (RCA) for complex and recurring issues by meticulously analyzing logs, querying databases, tracing system interactions, and examining front-end application behavior
- Identify systemic problems, propose long-term solutions, and contribute to preventing future incidents
- Author and critically review post-mortem reports and RCAs for significant incidents, driving continuous improvement
- Develop, implement, and maintain robust monitoring solutions to proactively detect and prevent system/application problems and performance degradation
- Proactively monitor applications (front-end and back-end) to identify and address potential usability or performance issues before they impact end-users or business operations
- Ensure the stability, responsiveness, and integration of user interfaces and critical backend systems
- Collaborate effectively with internal teams (Product, UX/UI, Development, IT, Network) and external vendors to resolve operational challenges and optimize the end-to-activate customer journey and front-end BSS modules
- Provide critical technical feedback and strategic recommendations on system performance, stability, and user experience to influence future design, architecture, and feature enhancements
- Contribute to and maintain a comprehensive knowledge base (solutions, technical information, operational procedures, troubleshooting guides) to empower L1/L2 support and streamline resolution processes
- Mentor and train junior team members, fostering skill development and knowledge transfer
- Manage incident backlogs, identify operational improvements, and implement solutions to enhance team efficiency
- Contribute to automation efforts for critical operational tasks, data repair, diagnostics, and alert handling, working with engineering teams to implement these solutions
- Plan and participate in maintenance activities, including application upgrades, patch deployments, and the activation of new features

Required skills:
- Bachelor's degree in Computer Science, Information Technology, or a related technical field
- Typically, 5+ years of experience in an L2 or equivalent technical support role, ideally within the telecommunications sector
- Proven experience with ITSM methodologies and ticketing tools such as ServiceNow or Jira

Why should you apply:
- This is a long-term opportunity with a chance to become a permanent employee 
- You will be working with international team members 
- Free breakfast, lunch and dinner at the cafeteria 


Company Details: 
A global company with a strong presence in multiple business areas. It has achieved sustained growth both domestically and internationally, including in the U.S. and Europe. The company boasts a diverse and international environment and is committed to equal opportunity, offering a wealth of career opportunities. Due to the diverse nature of our business, we handle a wide range of technologies! You can also choose the environment you are most comfortable with, such as Windows/Mac! Meals in the company cafeteria are also free. Our chefs are always coming up with new menu items, so you can enjoy your meal without getting bored!

Working hours: 9:00 - 17:30 (Mon-Fri)
Working Style: Hybrid (4 days in office, 1 day work from home)
Holidays: Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays
Services/Benefits:  Social insurance, Pension Plan, Transportation Fee, Free Cantine, Casual clothes and more