Senior BRM/OSM Consultant

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

• 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)
• Minimum 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).
• Effective communication skills, 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.
• 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:

English Intermediate (B2)

Modality:

Remote

Work Schedule:

Monday to Friday, 9 am to 6 pm

Mandatory and Supplementary Benefits: