Job Details

Business Operations Engineer Core Wireless Order Management

The Business Operations (BizOps) Engineer is responsible for ensuring the stability, availability, and performance of core wireless order management platforms supporting large-scale telecom operations.

This role operates in a 24x7 environment and focuses on proactive monitoring, incident management, order fallout resolution, and continuous improvement across business-critical systems.

The engineer works closely with IT, network, product, and vendor teams to ensure seamless order lifecycle execution, minimal customer impact, and adherence to SLAs.

Key Responsibilities

• Production Operations & Support
• Provide 24x7 L1/L2 production support for core wireless order management systems, including order capture, orchestration, provisioning, billing, and downstream integrations.
• Monitor system health, order flows, APIs, queues, and batch processes to ensure uninterrupted order processing.
• Identify, analyze, and resolve order fallouts, system defects, and integration failures across CRM, network provisioning, billing, and fulfillment platforms.
• Ensure platform uptime, performance, and operational stability in line with carrier-grade availability standards.
• Incident & Problem Management
• Lead and participate in major incident bridges, ensuring timely triage, stakeholder communication, and restoration of services.
• Perform root cause analysis (RCA) and drive corrective and preventive actions to eliminate repeat incidents.
• Track incidents, problems, and changes using tools such as ServiceNow, Jira, or equivalent ITSM platforms.
• Ensure adherence to SLAs, OLAs, and escalation protocols.
• Monitoring, Automation & Optimization
• Use monitoring and observability tools (e.g., Splunk, AppDynamics, Grafana) to proactively detect anomalies and performance degradation.
• Implement automation, retry mechanisms, and alert optimization to reduce manual intervention and operational noise.
• Identify opportunities for process improvement and operational efficiency within order management workflows.
• Cross-Functional Collaboration
• Work closely with product, development, network, billing, and vendor teams to resolve complex order and system issues.
• Support release deployments, configuration changes, and maintenance activities, ensuring minimal business disruption.
• Act as a liaison between business stakeholders and technical teams to translate operational issues into actionable solutions.
• Reporting & Documentation
• Maintain and enhance SOPs, runbooks, and operational playbooks for support and incident response.
• Prepare operational dashboards and reports on order success rates, incident trends, system performance, and SLA compliance.
• Support audits, compliance requirements, and operational reviews.

Required Skills & Experience

• Domain & Technical Expertise
• Strong experience supporting telecom core wireless order management systems in a 24x7 production environment.
• Deep understanding of order lifecycle: capture, validation, orchestration, provisioning, activation, billing, and fulfillment.
• Working knowledge of telecom integrations involving CRM, network elements, provisioning systems, and billing platforms.
• Hands-on experience with SQL for data validation, reconciliation, and incident troubleshooting.
• Familiarity with API-based integrations, logs, and message queues.
• Tools & Platforms
• Experience with ITSM tools such as ServiceNow, Jira, or Remedy.
• Exposure to monitoring and logging tools such as Splunk, AppDynamics, Grafana, or similar platforms.
• Basic understanding of cloud platforms (AWS/Azure/GCP) and containerized environments is a plus.

Soft Skills & Behavioral Expectations

• Strong problem-solving and analytical skills, with the ability to operate calmly under pressure.
• Excellent communication skills for engaging with business users, technical teams, and leadership during incidents.
• Ability to work effectively in shift-based, 24x7 operations and on-call rotations.
• Ownership mindset with a focus on accountability, continuous improvement, and customer impact.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.
• 8+ years of experience in telecom production support, BizOps, or IT operations (core wireless preferred).
• Experience supporting Tier-1 telecom operators such as telecom or equivalent is highly desirable.
• ITIL certification or telecom-domain certifications are a plus.

TekWissen Group is an equal opportunity employer supporting workforce diversity.