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Senior BRM/OSM Consultant
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Sobre el empleo
Categoría: Tecnologías de la Información - Sistemas
Subcategoría: Infraestructura
Educación mínima requerida: Universitario titulado
Beneficios
- Prestaciones superiores a las de la ley
Descripción
Oracle BMR-OSM Operations - Senior Consultant
We are seeking a Senior Oracle BRM-OSM Operations Consultant with 4+ years of Oracle BRM operations experience and 2-4 years of Oracle BRM OSM experience. This is a 6-month project with possible extension. Responsibilities include resolving tickets, generating reports, managing notifications, escalating issues, and handling Service Desk activities. Strong problem-solving, communication, and OS troubleshooting skills are essential, with telecom domain knowledge and billing module experience preferred
Functions and responsibilities
- Responsibilities include infrastructure trouble ticket assignment, as well as basic and advanced application and infrastructure troubleshooting, including adherence to SOPs.
- Generate application and infrastructure reports, including capacity, SLA-KPI, and ad-hoc reports.
- Handle and respond to email and other message notifications, adhering to proper communication protocols.
- Manage issues and escalations from stakeholders, taking necessary actions to resolve tickets or service requests.
- Analyze tickets, identify trends, categorize issues, provide fault analysis, and create, analyze, troubleshoot, and resolve incidents.
- Handle Service Desk related activities and respond to Users.
- Advises on and executes administrative activities aligned with the operations plans to achieve the technology strategy
- Supports the team in taking appropriate actions to maintain system/service health, prevent incidents, and restore service per KPIs
- Coordinates with colleagues to ensure effective delivery of applications, systems, and solutions to end-users, covering incident, problem, change, and release management.
- Analyzes market trends and recommends improvements to IT processes, procedures, and business interfaces, optimizes applications and supports operations for maximum efficiency.
- Executes tasks and activities according to the plan to maximize team effectiveness, and drives end-to-end projects to improve customer and employee satisfaction
- Supports the team in automation and digitization, capacity planning, analyzing, reporting, and investigating service performance metrics.
- Communicates effectively with internal teams and external suppliers to resolve incidents and support team priorities
- Performs other job-related duties or tasks defined by the supervisor or resulting from assigned agendas.
Requirements
- English Conversational Intermediate (B2)
- Should have min 4 years of experience with Oracle-BRM Operations
- Minimum 2 to 4 Years of experience on Oracle BRM products OSM Order and Service Management.
- Proficient experience in application and infrastructure troubleshooting (basic and advanced, including SOP-based).
- Know manages communication effectively, including email, messaging, and phone calls, ensuring timely responses and superior client experiences.
- Resolves customer issues, including research, problem identification, escalation, and solution offering, using available resources and software.
- Experience managing workload effectively against project plans builds confidence with team and clients through clear communication.
- Research required information using available resources and offer solutions to customers.
- Have the skills to document call information, recognize trends, and complete logs/reports according to standard operating procedures.
- Ability to manage own work against the project plan to ensure a superior client experience
- Technical knowledge in troubleshooting base operating system issues and eager to learn new technologies.
- Troubleshooting, application bug fixing in existing custom build applications for customer
- Route calls and tickets to appropriate resources and decide who can be the best to support the user.
Desirable Functional/Technical Skills:
- Hands-on experience in billing, invoicing, payments, and collections modules.
- Basic understanding of the telecom domain (BSS and/or OSS) in particular the billing module
Soft skills
- Good team player, planning and organization, excellent communication skills.
- Ability to empathize, pacify, and handle irate customers with exceptional communication skills.
Labor Sector : IT
Languages Engish Intermediate (B2)
Modality: Remote
Work schedule Monday to friday 9am to 6pm
Mandatory and supplementary benefits
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ID: 20132669