Senior OSS Support Engineer

About the Role

We are looking for a seasoned Senior OSS Support Engineer to join our technical operations team based in Dammam, Saudi Arabia. This role involves providing advanced (Level 2) technical support primarily for major telecom and network operator clients. You will be responsible for diagnosing and resolving complex software issues, managing application releases in cutting-edge cloud environments, and ensuring compliance with strict Service Level Agreements (SLAs).

This position also requires leading and organizing work tasks and shift schedules within a small, dedicated technical team, acting as a communication link between support operations and our R&D and Delivery departments.

Key Duties

• Deliver high-standard Level 2 technical support by investigating and addressing errors reported by telecom operators' technical staff.
• Manage bugs and incidents, including resolving errors in test environments, conducting retests of fixes, handling incoming support tickets, tracking their progress, and ensuring SLAs are met.
• Proactively monitor system alerts and events to prevent service interruptions.
• Administer applications and data operations, including installs of full software releases, patches, and hotfixes.
• Coordinate and direct team tasks, shift arrangements, and daily workflow within the technical support team.
• Collaborate closely with Production, Research & Development, and Delivery teams to escalate issues and enhance product quality.
• Develop and maintain detailed technical documentation covering troubleshooting processes and standard operating procedures.

Required Qualifications and Skills

• Proven, extensive experience with Operations Support Systems software with a primary focus on Fault Management, Performance Management, and Service Desk functions.
• Demonstrated expertise in a Support Domain such as Network Operations Center, Application teams, or Systems Integration.
• Strong foundational knowledge of telecom networks and operations, acquired from operator or vendor roles.
• Hands-on experience and solid understanding of cloud platforms and Kubernetes container orchestration.
• Current, valid ITIL certification.
• Experience in leading or coordinating work and shifts in small technical teams.
• Excellent troubleshooting skills using tools and knowledge of SQL, Linux, system logs, APIs, and scripting.
• University degree in Computer Science, Software Engineering, Computer Engineering, or Telecommunications Engineering.
• Fluency in English for both written and verbal communication.
• Must be already based in Dammam or willing to relocate there.

Preferred Additional Skills

• Practical experience with Business Support Systems software.
• Proficiency in Arabic language is regarded as beneficial.
• Previous experience managing a small team.

Working Conditions and Benefits

• Involvement in planned maintenance windows, system upgrades, and major software releases.
• Competitive remuneration and stable employment with a company established for over 30 years.
• Excellent chances for professional advancement and access to a worldwide knowledge resource.
• Opportunity to contribute to an international leader in digital transformation.