Responsibilites:
- First 3 months:
- Learn the SIM Activation, Deactivation, and Plan Change workflows end to end (Temporal, HSS/OCS/PCRF/Inventory touchpoints)
- Take ownership of the L2 ticket queue for BSS provisioning incidents
- Execute runbook-defined fixes: stuck workflow retries, failed activity replays, manual inventory corrections
- Monitor Temporal workflow dashboards (Grafana) and triage alerts against known playbooks
- Support UAT: reproduce reported issues, gather logs and evidence for the engineering team
- Build and refine the operations runbook set jointly with the Workflow & Provisioning Lead
- Ongoing responsibilities:
- Daily monitoring of workflow queues, dead-letter queues, and alert channels
- First response and triage for all BSS provisioning incidents (activation/deactivation/plan-change failures)
- Manual inventory corrections: ICCID/IMSI/MSISDN record fixes, allocation/release actions
- Order-to-activation exception handling and customer-impacting incident coordination
- SLA tracking and incident reporting to the Head of BSS & OCS
- Escalation management: package clear repro steps and hand off L3 issues to engineering
- Continuous runbook maintenance as new workflow types and failure modes are added
Desired skills & experience:
- 2-4 years in NOC / L2 technical operations / production support, ideally telecom or SaaS
- Comfortable reading logs and dashboards to diagnose issues (Grafana, Prometheus, or similar)
- Working knowledge of ticketing/incident tools (Jira Service Management, ServiceNow, Zendesk, or similar)
- Basic SQL - able to query PostgreSQL to check record states and produce evidence
- Understanding of SIM lifecycle / telecom provisioning concepts, or ability to learn quickly
- Methodical, runbook-driven approach - escalates rather than guesses on undefined issues
- Clear written communication for incident notes, handoffs, and ticket updates
- Comfortable working async with a distributed engineering team
- Vwery good English skills
We offer:
- Atractive salary (b2b contract)
- Fully remote work
Good to have:
- Prior exposure to workflow/orchestration engines (Temporal, Camunda, Airflow) from an operations seat
- Experience operating BSS/OSS systems at a telecom operator or MVNO
- Basic Kubernetes familiarity (reading pod status/logs, restarting a deployment under supervision)
- Experience with API testing tools (Postman) to check REST responses
- Scripting/reading ability in Python, Java, or Bash for repetitive task automation and code-level triage
- Exposure to Kong API Gateway (or facade service) logs and dashboards
- ITIL or similar incident-management framework exposure
