Support Engineer - BSS/OSS Platform Support (Kuala Lumpur, Malaysia)

Be a part of something BIG!

Say HELLO to BIG Possibilities with Singtel KL (Sudong MY Sdn Bhd)!

Singtel is a communications technology group focused on connecting people and businesses through innovation and digital services.

We are looking for a Support Engineer – BSS/OSS Platform Support to maintain the health, reliability and support of platforms underpinning our digital telco services. You will investigate cross-domain issues across BSS/OSS, Azure services, APIs and microservices, charging systems and web/mobile applications. You will support incident response, root-cause analysis, release readiness and continuous improvement across DEV, UAT and PROD environments.

Make an Impact by:

1. Platform Operations & Incident Management

•  Provide L2/L3 technical support across BSS domains such as CRM, Order Management, Billing, Mediation and Charging, and OSS domains including Provisioning, Activation, Inventory and Network Exposure.

•  Investigate platform incidents, implement approved workarounds and help restore service within agreed SLAs.

•  Support P1/P2 incident bridges and coordinate with vendors and cross-functional teams in Singapore and India.

•  Perform root-cause analysis, contribute to post-incident reviews and implement corrective and preventive actions.

2. Application, API & Data Troubleshooting

•  Troubleshoot API-first and microservices architectures, including REST APIs, JSON, OAuth/OpenID Connect, rate limits and resiliency patterns.

•  Use SQL, including PostgreSQL or SQL Server, to analyse application data issues, integrity and performance.

•  Diagnose issues involving connected web/mobile applications, integration services and real-time charging systems.

3. Cloud Operations, Monitoring & Reliability

•  Support platform monitoring and technical investigations across Azure-hosted applications and services.

•  Use operational and observability tools such as ServiceNow and the ELK stack for incident, problem and change workflows.

•  Contribute to high-availability, disaster-recovery, capacity planning and operational risk mitigation.

•  Identify incident trends and improve monitoring, testing and release practices to reduce recurring issues.

4. Service Management & Operational Readiness

•  Maintain accurate incident, SLA and stakeholder reports in line with Group IT procedures.

•  Ensure service management documentation is complete, consistent and up to date.

•  Support necessary manual operational activities and user requests while sustainable fixes are developed.

•  Participate in scheduled extended shift coverage, including on-call support outside standard working hours and weekends when required.

5. Stakeholder Collaboration & Continuous Improvement

•  Coordinate technical escalations with business stakeholders, vendors and cross-functional engineering teams.

•  Communicate incident impact, progress and recovery actions clearly.

•  Support compliant Change, Incident, Problem, Risk and Security Management activities.

•  Proactively identify and implement opportunities to improve platform stability and operational efficiency.

Skills for Success

•  Diploma or degree in Information Technology or a related discipline.

•  Approximately 3–5+ years of experience in application/platform support, job monitoring and optimisation, incident/RCA management or site reliability engineering in telecommunications or a comparable high-throughput environment.

•  Knowledge of BSS capabilities including CRM, order capture/orchestration, product catalogue, mediation, billing and charging/Intelligent Network.

•  Knowledge of OSS capabilities including provisioning/activation, inventory, service fulfilment and service assurance.

•  Hands-on experience troubleshooting REST APIs, microservices, SQL and operational monitoring tools.

•  Familiarity with ServiceNow, ELK and high-availability, disaster-recovery and capacity-planning practices.

•  Azure services, NoSQL, distributed tracing and log correlation experience are advantageous.

•  Whale Cloud Technology ZSmart experience and Scrum, Linux or Azure-related certifications are advantageous.

•  Strong analytical, communication, teamwork and problem-solving skills, with the ability to manage incidents independently and collaboratively.

•  Good working proficiency in English.

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