Company: Hiring Specialist – Network & Application Support
for one of our key clients
Job Title : Specialist – Network & Application Support
Department: IT / Technology
Reports To: Support Manager / Delivery Manager
Location: Dhaka, Bangladesh
Job Type: Full-Time
Salary: Negotiable
Job Summary
We are hiring for one of our key clients specializing in telecom analytics and digital transformation solutions for communication service providers worldwide. The organization delivers advanced solutions across partner settlement, roaming, interconnect, and telecom operations, supporting global telecom businesses with high-availability systems and data-driven insights.
Job Purpose
The Specialist – Network & Application Support is responsible for providing end-to-end application and system support for telecom analytics platforms. The role focuses on issue analysis, troubleshooting, customer interaction, root cause analysis (RCA), and ensuring SLA-driven support delivery while collaborating closely with development and client teams to enhance product performance and customer satisfaction.
Key Responsibilities:
| Expected Results | Major Activities |
|---|---|
|
• Timely resolution of customer-reported issues |
Analyze, simulate, troubleshoot, and resolve customer-reported application and system issues |
|
• Effective problem management and documentation |
Track incidents through the problem management system and prepare RCA reports and technical documentation |
|
• Smooth transition from implementation to support |
Manage project handover from implementation teams to support operations and ensure knowledge transfer |
|
• Proactive support onboarding |
Onboard new products into the support environment and enable rapid support engagement |
|
• Enhanced support efficiency |
Contribute to improving the support framework for better efficiency and resource utilization |
|
• Strong collaboration with development teams |
Work with development teams to convert bugs and change requests into product improvements |
|
• Improved customer value realization |
Identify opportunities for customers to maximize product features and capabilities |
|
• Effective customer communication |
Interface directly with customers to resolve issues remotely or onsite as required |
|
• Knowledge sharing and training |
Conduct training sessions for internal teams and external customers |
|
• SLA-driven support delivery |
Provide 24×7×365 customer support coverage as per business requirements |
|
• Governance and service review |
Drive weekly review meetings and governance calls with customers |
Requirements & Qualifications:
Requirements:
- 4–5 years of experience in professional services or customer services within a Telecom environment
- Experience in ROC Partner Settlement, roaming, and interconnect scenarios preferred
(Immediate joiners are highly encouraged to apply)
Educational Qualifications:
- Bachelor’s degree in Computer Science, Engineering, or a related discipline
Major Challenges:
- Managing critical incidents in a 24×7 telecom support environment
- Balancing SLA commitments with complex technical troubleshooting
- Handling customer expectations under tight timelines and high system availability requirements
Skills and Competencies:
Technical & Business Acumen:
- Strong expertise in UNIX and SQL
- Hands-on experience with Oracle and PostgreSQL databases
- Ability to write shell scripts and complex SQL queries
- Working knowledge of ticketing tools and knowledge management systems
- Understanding of L1/L2 operations and SLA-driven support processes
Personal Characteristics:
- Strong troubleshooting and analytical skills
- Self-driven, proactive, and able to work under pressure
- Excellent interpersonal and customer management skills
Core Competencies:
- Effective communication skills (English – speaking & writing)
- Problem-solving and root cause analysis capability
- Ability to lead customer review meetings and governance calls
Certification:
- ITIL certification will be an added advantage
Key Decisions:
- Prioritization of incidents and support tickets based on SLA and business impact
- Escalation of critical issues and risk mitigation strategies
- Recommendations for system improvements, process enhancements, and support optimization