BSS Operations Senior Engineer
Job description / Role
Employment: Full Time
About us
We don't think about job roles in a traditional way. We are anti-silo. Anti-career stagnation. Anti-conventional. Beyond.
ONE is a digital services provider radically reshaping the personalised digital ecosystems of consumers in high growth markets around the world. We're building a digital services aggregator platform with a strong telco foundation and a profitable growth strategy that empowers users to drive their own experience, subscribe once, source from many, and only pay for what you actually use.
Since being founded in 2021, we've acquired Virgin Mobile MEA, Friendi Mobile MEA, and Virgin Mobile LATAM (with 6.5 million subscribers), and 1600 dedicated colleagues across Chile, Colombia, KSA, Kuwait, Mexico, Oman, and UAE.
To disrupt for good takes a rebellious spirit, a questioning mind, and a warm heart. We really care about how to get things done and not who manages who. We benefit from our diversity and together we disrupt the way we and others think about our lives for good.
Do you want to exchange ideas, learn from each other, and leave your mark on our journey? This is the place for you.
Role overview
As a BSS Operations Senior Engineer, you will play a key role in ensuring smooth operation and high availability of our mobile IT solutions by resolving complex system issues and driving vendor collaboration. Your contributions will help shape our IT Operations team and ultimately the way we deliver seamless services to our users across the region.
What success looks like
In your first year you will establish 100% visibility into operational processes, deliver a vendor SLA improvement plan, and build a proactive issue resolution strategy that reduces downtime and enhances service performance.
Why this is for you
If you're keen on solving end-to-end system reliability and vendor coordination challenges in a dynamic telecom environment, we are looking for someone ready to tackle this challenge head-on and make an impact from day one.
Key responsibilities- Lead technical escalations from customer care and sales teams ensuring fast and accurate resolution.
- Collaborate with internal IT, customer operations, and vendor teams driving SLA adherence and continuous service improvement.
- Manage third-party vendor relationships for L2 & L3 support ensuring issue resolution and proper documentation across systems.
- Perform daily system health checks and troubleshoot complex application issues.
- Execute root cause analysis, incident tracking, and resolution documentation to build long-term fixes.
- Monitor backend IT systems proactively to mitigate user-impacting issues.
- Provide automated reporting tools and scripts to streamline recurring tasks and bug resolution.
- Support IT project planning and implementation aligning with operational and business goals.
- Contribute to continuous process improvement and maintain up-to-date technical documentation.
Qualifications & attributes
We are seeking someone who embodies the following:
Education: Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
Experience:- 10 years in telecom operation support within mobile telecom operators or MVNOs.
- 10 years managing network operations using global standards like ITIL and eTOM.
Technical skills:
Must-haves:Strong diagnostic skills, experience with backend application monitoring, proven record in vendor management, familiarity with telecom BSS/OSS operations.
Nice-to-haves:Experience implementing automation through scripting, knowledge of provisioning systems, and exposure to cloud-based solutions.
Unique attributes: Thrives in fast-paced environments requiring cross-functional collaboration.
Possesses a proactive mindset, strong analytical thinking, and high-level problem-solving abilities.Excels with ITIL-based methodologies and can navigate matrix organizations effectively.
What we offer- Rapid learning opportunities: we enable learning through flexible career paths, exposure to challenging and meaningful work that will help build and strengthen your expertise.
- Hybrid work environment: flexibility to work from home two days a week.
- Healthcare and other local benefits offered in market.
Company Industry: Education
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