Business Operations (BizOps) Engineer

Job Title: Business Operations (BizOps) Engineer

Location: Remote

Duration: / Term: Contract

Experience Desired: 8+ Years

Job Description:

The Business Operations (BizOps) Engineer is responsible for ensuring the stability, availability, and performance of core wireless order management platforms supporting large-scale telecom operations. This role operates in a 24x7 environment and focuses on proactive monitoring, incident management, order fallout resolution, and continuous improvement across business-critical systems. The engineer works closely with IT, network, product, and vendor teams to ensure seamless order lifecycle execution, minimal customer impact, and adherence to SLAs.

Key Responsibilities

Production Operations & Support

• Provide 24x7 L1/L2 production support for core wireless order management systems, including order capture, orchestration, provisioning, billing, and downstream integrations.
• Monitor system health, order flows, APIs, queues, and batch processes to ensure uninterrupted order processing.
• Identify, analyze, and resolve order fallouts, system defects, and integration failures across CRM, network provisioning, billing, and fulfillment platforms.
• Ensure platform uptime, performance, and operational stability in line with carrier-grade availability standards.
• Incident & Problem Management
• Lead and participate in major incident bridges, ensuring timely triage, stakeholder communication, and restoration of services.
• Perform root cause analysis (RCA) and drive corrective and preventive actions to eliminate repeat incidents.
• Track incidents, problems, and changes using tools such as ServiceNow, Jira, or equivalent ITSM platforms.
• Ensure adherence to SLAs, OLAs, and escalation protocols.
• Monitoring, Automation & Optimization
• Use monitoring and observability tools (e.g., Splunk, AppDynamics, Grafana) to proactively detect anomalies and performance degradation.
• Implement automation, retry mechanisms, and alert optimization to reduce manual intervention and operational noise.
• Identify opportunities for process improvement and operational efficiency within order management workflows.
• Cross-Functional Collaboration
• Work closely with product, development, network, billing, and vendor teams to resolve complex order and system issues.
• Support release deployments, configuration changes, and maintenance activities, ensuring minimal business disruption.
• Act as a liaison between business stakeholders and technical teams to translate operational issues into actionable solutions.
• Reporting & Documentation
• Maintain and enhance SOPs, runbooks, and operational playbooks for support and incident response.
• Prepare operational dashboards and reports on order success rates, incident trends, system performance, and SLA compliance.
• Support audits, compliance requirements, and operational reviews.

Required Skills & Experience

Domain & Technical Expertise

• Strong experience supporting telecom core wireless order management systems in a 24x7 production environment.
• Deep understanding of order lifecycle: capture, validation, orchestration, provisioning, activation, billing, and fulfillment.
• Working knowledge of telecom integrations involving CRM, network elements, provisioning systems, and billing platforms.
• Hands-on experience with SQL for data validation, reconciliation, and incident troubleshooting.
• Familiarity with API-based integrations, logs, and message queues.
• Tools & Platforms
• Experience with ITSM tools such as ServiceNow, Jira, or Remedy.
• Exposure to monitoring and logging tools such as Splunk, AppDynamics, Grafana, or similar platforms.
• Basic understanding of cloud platforms (AWS/Azure/Google Cloud Platform) and containerized environments is a plus.

Soft Skills & Behavioral Expectations

• Strong problem-solving and analytical skills, with the ability to operate calmly under pressure.
• Excellent communication skills for engaging with business users, technical teams, and leadership during incidents.
• Ability to work effectively in shift-based, 24x7 operations and on-call rotations.
• Ownership mindset with a focus on accountability, continuous improvement, and customer impact.

Qualifications

• Bachelor s degree in Computer Science, Information Technology, Telecommunications, or a related field.
• 8+ years of experience in telecom production support, BizOps, or IT operations (core wireless preferred).
• Experience supporting Tier-1 telecom operators such as telecom or equivalent is highly desirable.
• ITIL certification or telecom-domain certifications are a plus.

Key Skills:

BizOps, production support, telecom, ITSM, wireless order management systems