Job Description

Overview

Senior Associate, Service Delivery Support Engineer – Astro, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Responsibilities

  • Provide first-level technical support on incidents related to BSS Application stacks: CRM, Billing, Broadband, Activation for PayTV, Enterprise, Njoi, and Sooka.
  • Maintain End-To-End understanding of BSS process flow for PayTV, Enterprise, Njoi and Sooka.
  • Coordinate with CRM Product team, 3PP team, 3rd party vendors and internal stakeholders to resolve issues; escalate to Management when necessary.
  • Manage ageing and pending tickets, ensure resolution within SLA, and provide users with regular updates.
  • Act as incident manager for P1/P2 cases on a rota basis (Weekdays / Weekends / Holidays) and provide status updates to management until closure.
  • Contribute to reconciliation activities between BSS applications, Datawarehouse and SAP to ensure data accuracy and p...

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