Application Support Specialist

Functions and Responsibilities

As a BSS Operation Specialist at DITO TELECOMMUNITY is responsible for the day-to-day operational support and maintenance of the BSS system. This role involves ensuring the availability, performance, and security of BSS platforms that handle critical functions such as billing, customer management, and service provisioning.

Key Responsibilities:

BSS System Monitoring and Maintenance:

• Monitor the performance and availability of BSS systems to ensure continuous operation.
• Perform routine system checks and preventive maintenance to minimize downtime.
• Ensure that systems are running efficiently and meet the required service level agreements (SLAs).

Incident Management:

• Respond to and resolve incidents related to BSS systems in a timely manner.
• Troubleshoot and diagnose system issues, coordinating with relevant teams to implement fixes.
• Maintain an incident log and provide root cause analysis for recurring issues.

System Configuration and Upgrades:

• Manage system configurations to ensure alignment with business requirements.
• Plan and execute system upgrades, patches, and updates to keep the BSS platforms current.
• Ensure that changes to the system are properly tested and documented.

Performance Optimization:

• Analyze system performance metrics and identify areas for improvement.
• Implement performance tuning measures to optimize system efficiency and reduce resource consumption.
• Collaborate with IT and network teams to resolve performance bottlenecks.

User Support and Training:

• Provide technical support to end-users and resolve issues related to BSS operations.
• Train business users and support teams on new system features and functionalities.
• Develop and maintain user guides and operational documentation.

Data Management:

• Ensure the accuracy and integrity of data within the BSS systems.
• Perform data reconciliation and validation tasks to support billing and revenue assurance processes.
• Implement data backup and recovery procedures to safeguard critical business information.

Documentation and Reporting:

• Prepare and present operational reports on system performance, incident resolution, and service availability.
• Document all system changes, incident resolutions, and maintenance activities.
• Maintain up-to-date records of system configurations and operational procedures.

Security and Compliance:

• Implement and maintain security measures to protect BSS systems from unauthorized access and threats.
• Ensure that BSS operations comply with regulatory requirements and company policies.
• Perform regular audits and vulnerability assessments to identify and mitigate security risks.

Collaboration and Coordination:

• Work closely with cross-functional teams, including IT, network operations, and business units, to ensure smooth BSS operations.
• Coordinate with vendors and third-party providers to resolve system issues and manage service contracts.
• Participate in project meetings to provide operational insights and support new BSS initiatives.

Continuous Improvement:

• Identify opportunities for improving BSS operations and propose solutions to enhance efficiency.
• Stay updated on industry trends, new technologies, and best practices in BSS operations.
• Support the development and implementation of operational strategies for future BSS enhancements.

Job Skills & Qualifications

• Bachelor's degree in information technology, Telecommunications, or a related field.
• Strong understanding of telecom BSS systems, including billing, CRM, and order management.
• Hands-on experience with customized BSS platform.
• Knowledge of SQL, scripting, and other relevant programming languages for system operations.
• Excellent problem-solving skills and attention to detail.
• Strong communication skills and the ability to work collaboratively in a team environment.
• Experience with ITIL processes and incident management frameworks is a plus.