We’re looking for talented, forward-thinking individuals to help us transform the future. At imagine, you’ll thrive in a collaborative, innovative environment where we go beyond connectivity to create a real difference that drives impactful change.
Please visit Darussalam Asset’s Centralised Recruitment System (CRS) Careers Portal to apply and learn more about the responsibilities of each role. Ensure you are registered on the career’s portal prior to applying the open vacancies.
• Bachelor’s degree or HND in Information Technology, Computer Science or related fields preferred.
• Minimum 3 years in Telecom operations and IT operations.
• Proficiency in PHP, Java, Python, and SQL, with experience in Unix environments, and FTP. Knowledge of BSS/OSS, cloud platforms, ESBs, and API gateways is required to support system integration, performance, and secure, scalable operations.
• Responsible for supporting the stability, performance, and compliance of enterprise applications and billing operations within Imagine’s IT business application environment.
• The role provides first- and second-level support for application systems and billing processes, assisting in resolving technical and operational issues while escalating complex matters to senior team members or vendors when necessary.
• Act as a subject matter expert (SME) of Imagine’s core middleware platform integration with external systems.
• It involves monitoring system performance, supporting routine maintenance activities such as patches and updates, and assisting in maintaining system reliability and operational continuity.
• The role also supports compliance with security policies, participates in access reviews and audit activities, and contributes to system-related projects, operational support tasks, and process improvement initiatives to ensure application and billing support aligns with business requirements and operational standards.
• Provide first- and second-level technical support for enterprise applications and billing operations, ensuring incidents, billing exceptions, and service requests are addressed within the SLA.
• Integrate applications with backend Business Support Systems (BSS) to streamline business operations such as billing, customer management, and order processing.[SS3.1]
• Monitor core business applications and billing system performance, availability, and stability using established monitoring tools and scripts.
• Troubleshoot and resolve application faults, billing discrepancies, configuration issues, and integration problems, escalating complex issues to senior team members or vendors when required.
• Assist in investigating system defects, billing inconsistencies, and data mismatches in collaboration with internal teams and vendors.
• Maintain documentation for application configurations, billing workflows, integration flows, standard operating procedures, and recovery procedures.
• Support system and configuration reviews to ensure compliance with internal controls, billing accuracy, data integrity, and security standards.
• Assist in executing application releases, patch deployments, and environment refreshes in accordance with approved change management procedures.
• Provide support to end users on application features, billing processes, and workflows to facilitate effective system usage.
• Monitor system usage and operational metrics and report anomalies or issues to senior team members for further analysis.
• Assist in maintaining user guides, FAQs, and support knowledge base articles for internal and end-user reference.
• Perform system integration testing (SIT), user acceptance testing (UAT), and regression testing for system updates, fixes, and new deployments.
• Support the implementation of automation or operational improvements within recurring support activities and monitoring routines.
• Work with cross-functional teams to address system dependencies, configuration issues, and environment-related concerns affecting application and billing operations.
• Communicate operational updates and incident information to relevant stakeholders as required.
• Support application lifecycle activities including testing, data verification, environment preparation, and deployment support.
• Maintain records of support tickets, billing incidents, resolutions, and operational activities for reporting and tracking purposes.
• Assist in preparing operational reports related to system performance, SLA adherence, and issue trends.
• Ensure adherence to organisational security policies, access controls, and audit logging requirements within supported systems.
• Support application security configurations, access management activities, and security control implementation.
• Assist in performing access reviews and compliance checks across assigned applications and billing platforms.
• Configure system parameters, product settings, tariffs, and service configurations based on approved requirements.
• Support the accurate setup of billing parameters, pricing configurations, and feature entitlements within the provisioning and billing systems.
• Assist in validating system configurations to ensure alignment with defined business rules and operational requirements.
• Maintain configuration consistency across environments and document configuration changes where required.
• Support system upgrades, enhancements, and integration activities as part of ongoing system improvement initiatives.
• Collaborate with team members to troubleshoot operational issues and support ongoing service improvements.
• Stay informed about updates in application technologies, BSS platforms, and operational tools relevant to the role.
