Engineer – BSS Operations

Location

Head Office / Switch Building – 4th Floor, Dialog Axiata PLC

Job Purpose

The Engineer – BSS Operations is responsible for managing incident and problem management processes for core Business Support Systems (BSS). This role involves executing system configurations, performing deep troubleshooting, and handling technical integrations to support business requirements while ensuring overall system stability, performance, and seamless telecom operations.

Key Responsibilities

Incident & Problem Management

SLA Compliance: Resolve system-related issues efficiently within defined Service Level Agreements (SLAs).
Complaint Resolution: Manage and resolve internal and external customer complaints effectively.
Billing Adjustments: Perform precise billing dispute calculations and execute necessary database corrections.
Data Integrity: Ensure absolute data integrity through accurate system and record updates.
End-to-End Tracking: Monitor incidents from initial logging until final closure, providing transparent status updates.
Escalation Coordination: Follow standard incident management workflows and collaborate closely with L2 support teams to resolve complex issues.
User Support: Provide continuous system support to active business users.
Stakeholder Visibility: Maintain regular communication and offer clear visibility of ongoing technical issues to key stakeholders.

System Operations & Proactive Maintenance

Health Checks: Conduct routine system health checks and carry out proactive maintenance tasks.
Troubleshooting: Diagnose, troubleshoot, and resolve system incidents and underlying problems.
Observability: Manage system logs, system alerts, and operational monitoring tools.
Reporting: Generate comprehensive operational and statistical performance reports.

Configuration & Performance Management

Package Configurations: Implement core system and software package configurations.
Agent Governance: Manage system alarms, operator portals, and automated agent configurations.
Revenue Assurance: Ensure all configuration changes are executed smoothly without causing any negative impact on business revenue.
Uptime KPIs: Maintain high system uptime in strict accordance with defined Key Performance Indicators (KPIs).
Vendor Coordination: Monitor production systems, analyze structural issues, and coordinate actively with external vendors for patches and support.

Deployments & Testing

Change Management: Support live system deployments, framework updates, and configuration changes.
Requirement Gathering: Participate in business requirement-gathering sessions for upcoming BSS roadmaps.
UAT Execution: Design and conduct detailed User Acceptance Testing (UAT).
Test Environments: Resolve issues in staging/test environments and support downstream system integrations.

Entry Requirements & Prerequisites

The Person

Education: BSc in Information Technology, Computer Science, or a closely related discipline.
Technical Essentials: Strong foundational knowledge of Unix/Linux environments, Shell Scripting, and SQL.
Experience: 1–2 years of hands-on experience in IT systems operations, application support, or a related field.
Core Competencies: Strategic thinking, sharp problem-solving skills, solid business acumen, decision awareness, and a strong results orientation.
Interpersonal Attributes: Effective collaboration, stakeholder management capabilities, a customer-focused mindset, and a commitment to continuous learning.

Modern Technical Value-Adds (AIOps & Automation)

AIOps Awareness: A basic understanding of AI/ML concepts and their practical application in modern IT operations.
Observability Tools: Familiarity with log analytics, monitoring tools, or AI-driven observability platforms.
Scripting for Automation: Direct exposure to Python or advanced scripting languages for task automation and data analysis is considered a distinct advantage.
Data Analysis Ecosystems: Practical knowledge of data analysis techniques and platforms (e.g., Splunk, ELK Stack, or similar systems) is highly beneficial.
Future Readiness: A strong interest in automation, predictive analytics, and building intelligent systems.

How to Apply

Eligible and interested candidates are invited to submit their updated resumes through the official corporate recruitment channel.

Official Email Address to Upload CV: careers@dialog.lk
Please mention “Engineer – BSS Operations” in the subject line of your email.
Closing Date: 31st August 2026
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To apply for this job email your details to careers@dialog.lk