About the Role
We are looking for a seasoned Senior Telco OSS Application Support Engineer to join our Managed Services & Technical Operations team in Ad-Dammam. Unlike pure infrastructure roles, this position focuses on end-to-end application lifecycle support, incident resolution, and service stability for major telecom operators.
You will act as the technical escalation point (L2/L3) for mission-critical OSS platforms running in cloud and containerized environments. Beyond deep technical troubleshooting and Root Cause Analysis (RCA), you will coordinate daily shift operations for a local support team and serve as the primary technical liaison between telecom operators, Delivery, and R&D teams.
Key Responsibilities
- Advanced Application Support (L2/L3): Investigate, diagnose, and resolve complex application-level incidents and software defects reported by telecom operator technical teams.
- Incident, Problem & SLA Management: Own the full lifecycle of critical tickets, perform deep Root Cause Analysis (RCA), oversee bug retests, and guarantee strict compliance with contractual SLAs/OLAs.
- Proactive Service Assurance: Monitor OSS platform health, analyze system alerts and application logs, and execute preventive actions to eliminate service disruptions.
- Application Releases & Patching: Plan and execute software upgrades, patches, and hotfixes for OSS applications deployed on Kubernetes (K8s) and cloud environments.
- Shift & Team Coordination: Coordinate daily support operations, task allocation, and shift schedules for the local support engineering team.
- Cross-Functional Escalation: Partner closely with R&D, Production, and Delivery teams to drive permanent bug fixes and product stability improvements.
- Knowledge Management: Develop and maintain Standard Operating Procedures (SOPs), troubleshooting runbooks, and incident post-mortems.
Must-Have Requirements
- Telco OSS Domain Expertise: Proven, extensive experience supporting Operations Support Systems (OSS), specifically within Fault Management (FM), Performance Management (PM), and Service Desk domains.
- Enterprise Support & NOC Background: Solid track record in a structured technical support environment (L2/L3 Application Support, Telco NOC, Operations Center, or Systems Integrator).
- Application Troubleshooting in Kubernetes (K8s): Hands-on production experience diagnosing and supporting containerized applications on Kubernetes and cloud platforms (pod logs, resource bottlenecks, cluster-level app troubleshooting).
- Strong Root Cause Analysis (RCA) Toolkit: Proficiency in debugging application issues using SQL (database queries/performance), Linux CLI, system/application logs, REST APIs, and basic scripting.
- Telecom Industry Knowledge: Strong understanding of telecom network architectures and operator workflows (gained on either the vendor or operator side).
- ITIL Certification: An active, valid ITIL certificate (Foundation or higher) is strictly required.
- Operational Coordination: Experience leading shifts, coordinating tasks, or mentoring engineers within a technical support group.
- Education & Language: Bachelor’s or Master’s degree in Computer Science, Telecommunications, or a related engineering field; fluent English (written and spoken).
- Location: Currently based in Ad-Dammam or willing to relocate to Saudi Arabia.
Nice-to-Haves
- Hands-on support experience with Business Support Systems (BSS).
- Kubernetes certifications (CKA, CKAD) or cloud certifications.
- Fluency or communicative proficiency in Arabic.
- Previous formal experience as a Team Lead or Shift Lead in a 24/7 support environment.
What We Offer
- Dedicated Operational Backing: Structured support from global R&D and Delivery teams during major releases, upgrades, and planned maintenance windows.
- Stability & Scale: Competitive compensation package and long-term stability with a global IT vendor boasting over 30 years of market presence.
- Global Knowledge Ecosystem: Direct access to international telecom projects, global knowledge bases, and continuous technical upskilling.
