Role Overview

Comarch is seeking an experienced and proactive Senior OSS Support Engineer to join our technical operations team in Dammam. This full-time role involves providing advanced (L2) technical support to our clients, primarily major telecom and network operators. The position focuses on analyzing and resolving complex software issues, managing application deployments in modern cloud environments, and ensuring strict adherence to Service Level Agreements (SLAs). Additionally, the Senior OSS Support Engineer will play a pivotal role in leading and coordinating work, tasks, and shifts within a small, dedicated technical team, acting as a bridge between support operations and our R&D/Delivery departments.

Key Responsibilities

• Provide high-quality L2 technical support for customers, investigating and resolving software errors reported by the technical staff of operators.
• Resolve bugs identified in test environments and perform occasional retests of bugfixes.
• Handle incoming support tickets, monitor their status, and ensure compliance with strict Service Level Agreements (SLAs).
• React swiftly to events and alerts detected by monitoring systems to prevent service disruptions.
• Oversee application and data management, including the installation of full software releases, single patches, and hotfixes.
• Manage and coordinate tasks, shift schedules, and daily work distribution within the local technical support group.
• Maintain close cooperation with the Production, Research & Development (R&D), and Delivery departments to escalate issues and improve product quality.
• Create, maintain, and update comprehensive technical documentation describing problem-solving processes and standard operating procedures (SOPs).

Required Technical Expertise

• Deep, hands-on experience with Operations Support Systems (OSS) software, with a mandatory focus on Fault Management, Performance Management, and Service Desk operations.
• Mandatory hands-on experience and solid knowledge of modern cloud environments and container orchestration using Kubernetes (K8s).
• Strong foundational knowledge of Telco Networks and telecom industry operations, gained on either the operator or vendor side.
• Strong root-cause analysis skills involving SQL, Linux, system logs, APIs, and scripting.

Professional Background and Certifications

• A proven professional background working within a Support Domain (*, NOC, Application Teams, or Systems Integrator).
• Experience managing a small team or actively coordinating work, tasks, and shifts within a technical group.
• An active, valid ITIL certificate is strictly required.

Team and Work Environment

This role is integral to a small, dedicated technical operations team. You will be expected to foster close cooperation with the Production, Research & Development (R&D), and Delivery departments, ensuring efficient issue escalation and continuous product improvement. The position is full-time and based in Dammam.

Application Information

We encourage qualified candidates who meet the outlined requirements to apply for this Senior OSS Support Engineer position. Further details regarding the application process will be provided.