We are seeking an experienced and proactive Senior OSS Support Engineer to join our technical operations team. In this role, you will provide advanced (L2) technical support for our clients—primarily major telecom and network operators. You will be responsible for analyzing and resolving complex software issues, managing application deployments in modern cloud environments, and ensuring strict adherence to SLAs.
Additionally, you will play a pivotal role in leading and coordinating work, tasks, and shifts within our small, dedicated technical team, acting as a bridge between support operations and our R&D/Delivery departments.
Key Responsibilities
- L2 Technical Support: Provide high-quality technical support for customers, investigating and resolving software errors reported by the technical staff of operators
- Bug & Incident Management: Resolve bugs from test environments and perform occasional retests of bugfixes. Handle incoming tickets, monitor their status, and ensure compliance with strict Service Level Agreements (SLAs)
- Proactive Monitoring & Maintenance: React swiftly to events and alerts detected by monitoring systems to prevent service disruptions
- Application Management: Oversee application and data management, including the installation of full software releases, single patches, and hotfixes
- Team Coordination: Manage and coordinate tasks, shift schedules, and daily work distribution within the local technical support group
- Cross-Department Collaboration: Maintain close cooperation with the Production, Research & Development (R&D), and Delivery departments to escalate issues and improve product quality
- Documentation: Create, maintain, and update comprehensive technical documentation describing problem-solving processes and standard operating procedures (SOPs)
Must-Have Requirements
- Extensive OSS Experience: Deep, hands-on experience with Operations Support Systems (OSS) software, with a mandatory focus on Fault Management, Performance Management, and Service Desk operations.
- Support Domain Expertise: A proven professional background working within a Support Domain (e.g., NOC, Application Teams, or Systems Integrator).
- Telco Network Mastery: Strong, foundational knowledge of Telco Networks and telecom industry operations (gained on either the operator or vendor side).
- Cloud & Kubernetes Expertise: Mandatory hands-on experience and solid knowledge of modern cloud environments and container orchestration using Kubernetes (K8s).
- ITIL Certification: An active, valid ITIL certificate is strictly required.
- Leadership & Coordination: Experience managing a small team or actively coordinating work, tasks, and shifts within a technical group.
- Technical Troubleshooting: Strong root-cause analysis skills involving SQL, Linux, system logs, APIs, and scripting.
- Education: A University Degree in Computer Science, Software Engineering, Computer Engineering, or Telecommunications Engineering.
- Language: Fluency in English (written and spoken).
- Based in Dammam or open to relocation.
Nice-to-Haves (Additional Assets)
- * Hands-on experience with Business Support Systems (BSS) software.
- Proficiency in the Arabic language is highly valued.
- Previous experience leading a small team.
For you
- Support during planned maintenance windows, upgrades, and major releases.
- Competitive salary and stable employment – over 30 years of market presence.
- Professional growth opportunities and access to a global knowledge base.
- Join an international leader in digital transformation.
