Senior OSS Support Engineer

About the role

We are looking for an experienced Senior OSS Support Engineer to join our technical operations team. The role focuses on providing advanced L2 support to major telecom and network operators, handling complex software issues, and ensuring strict SLA compliance. You will also coordinate a small technical team and act as a bridge between support, R&D, and delivery functions.

Key responsibilities

• Deliver high‑quality L2 technical support, investigating and resolving software errors reported by operator technical staff.
• Manage bug and incident lifecycle, including retesting bug‑fixes and ensuring SLA adherence.
• Monitor alerts and react swiftly to prevent service disruptions.
• Oversee application deployments, including full releases, patches, and hot‑fixes in cloud environments.
• Coordinate shift schedules, task distribution, and daily work within the local support group.
• Collaborate closely with Production, R&D, and Delivery teams to escalate issues and improve product quality.
• Create and maintain technical documentation, SOPs, and problem‑solving guides.

Required profile

• Extensive hands‑on experience with Operations Support Systems (OSS), especially Fault Management, Performance Management, and Service Desk functions.
• Background in a support domain such as NOC, application teams, or systems integration.
• Strong knowledge of telecom networks and industry operations, gained on the operator or vendor side.
• Proven experience with modern cloud platforms and Kubernetes (K8s) orchestration.
• Active ITIL certification.
• Demonstrated ability to lead or coordinate a small technical team.
• University degree in Computer Science, Software Engineering, Computer Engineering or Telecommunications Engineering.
• Fluent English (written and spoken) and willingness to work in Dammam or relocate.

Required skills

• Operations Support Systems (OSS)
• Fault Management
• Performance Management
• Service Desk
• Network Operations Center (NOC) processes
• Cloud environments
• Kubernetes (K8s)
• ITIL framework
• SQL
• Linux
• APIs
• Scripting