Production Support Lead (Java)

Kuala Lumpur
Tetap
Sepenuh masa

1 hari lepas

Be a part of something BIGSay HELLO to BIG Possibilities with Singtel KL (Sudong MY Sdn Bhd)!Singtel is Asia's leading communications technology group, our presence spans across 21 countries in Asia, Australia, and Africa. We thrive on innovation, digital transformation, and harnessing next-generation technology to create a more sustainable and digital future. Now, we are bringing this energy to Kuala Lumpur with the launch of our brand-new Shared Services CentreThe Production Support Engineer (Lead) will be responsible for managing and resolving order processing issues on a daily basis, ensuring that all transactions within the system are completed efficiently and in a timely manner. You will collaborate with business and IT teams to identify problems, troubleshoot, and implement solutions to resolve delays or errors in relation to order fulfilmentMake an Impact by:

Monitor and Manage Order Processing Exceptions

Perform daily tracking of orders that have encountered processing failures or delays within Enterprise Ordering Systems. Identify and prioritise items requiring intervention to ensure smooth fulfilmen

Troubleshooting and Issue Resolution

Investigate the root causes of order processing disruptions, including system errors, technical faults, or manual handling issues. Collaborate with network, provisioning, and IT teams to implement corrective actions. Maintain a backlog of unresolved cases and ensure timely resolution by the appropriate application teams

Stakeholder Communication

Liaise with business stakeholders and customer support teams to provide updates on order status and escalate complex issues to higher levels when necessar

Data Analysis and Reporting

Analyse order exception data to identify recurring problems, trends, and opportunities for process improvement. Generate regular reports and share insights with the resolution lead and management

Collaboration with Cross-Functional Teams

Work closely with engineering, provisioning, billing, and IT departments to address order processing challenges and ensure timely completion

System Monitoring

Continuously monitor internal systems and databases for order status updates, ensuring accurate and current tracking

Quality Assurance

Ensure that resolutions adhere to established company processes and standards, maintaining high levels of quality and operational efficiency

Documentation and Knowledge Sharing

Document troubleshooting steps, solutions, and best practices for future reference. Share knowledge with team members and contribute to improving process workflows.Skills for Success:

Minimum 4 years of experience in software engineering, designing and building highly scalable applications
At least 2-3 years experience in leading/ mentoring a team of juniors is required for this role
Proficiency in Java for system troubleshooting and customisation of order resolution tools.
Proficiency in SQL, Excel (pivot tables, macros), Atlassian Suite, and reporting tools (e.g., Power BI).
Experience with Oracle databases.
Familiarity with JIRA, Confluence, Bamboo, and Bitbucket.
Telco domain knowledge in BSS/OSS areas is an advantage.
Strong communication and interpersonal skills.
Self-motivated with a positive attitude and high energy.
Customer-focused.
Proficient in written and spoken English

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