What you will do

• Provide end-to-end support for telecom applications, with a focus on Amdocs CRM, OMS, SOM, and related systems.
• Manage and resolve P1–P4 tickets, including incident triage, escalation, and root cause analysis.
• Monitor and troubleshoot daily order fallouts in OMS and SOM, engaging relevant support teams for resolution.
• Attend checkpoint calls, share updates, and perform impact analysis for ongoing issues.
• Create and maintain SOPs for BAU activities and incident troubleshooting.
• Raise Master Incidents and PBIs for recurring issues, lead bridge calls for RCA and resolution.
• Deliver direct client support for escalations and outages, including P1/P2 incident management.
• Develop automation scripts using Shell or Python to enhance operational efficiency.
• Utilise monitoring tools such as AppDynamics, Grafana, Splunk, or Dynatrace for proactive issue detection.
• Support during weekends or holidays as required.

Who you are

• Experienced in application or production support, with strong technical skills in Unix and SQL.
• Familiar with ITIL processes including incident, problem, and change management.
• Knowledge of telecom domain, particularly fixed and mobile provisioning.
• Exposure to Amdocs products (CRM, OMS, SOM, AUA) is advantageous.
• Skilled in scripting (Shell/Python) and automation development.
• Able to analyse application behaviour, identify bugs, and propose solutions.
• Effective communicator with a collaborative and solution-oriented mindset.
• Open to working flexible hours, including weekends and holidays when needed.