Lead Technical Support Engineer, O2A (Order-to-Activate) - BSS Ops Department (BSOPD)
On-site · Tokyo, Tokyo, Japan
Job Summary
Lead technical incident and problem management for the O2A (Order-to-Activate) BSS Ops ecosystem. Serve as the technical authority for high-impact production incidents, drive end-to-end incident lifecycle, conduct expert RCA analyses of order failures, and translate findings into actionable recommendations. Proactively identify operational bottlenecks, influence product/engineering design, and lead scalable monitoring and automation initiatives to reduce toil and improve reliability. Provide technical mentorship to L1/L2 engineers, oversee incident backlogs and runbooks, and collaborate with Product, IT, and Network teams on architectural reviews and continuous improvement.
Required Qualifications
- Mandatory Qualifications: - Bachelor's degree in CS/IT or related field.
- - More than 5 years of hands-on Java development (microservices/distributed systems).
- - More than 5 years in Order Management/Billing platforms with solution design experience.
- - Proficiency in Couchbase (N1QL, data modeling) and SQL.
- - DevOps tools experience (Ansible, Jenkins, Docker, Kubernetes).
- - Problem-solving - proven track record in complex RCAs.
- - Communication - ability to articulate technical issues to stakeholders and teams.
- - Operations continuous improvement.
Desired Qualifications
- Telecom BSS platforms experience/knowledge
- Project management - defining and leading projects
- Experience with Japanese customers
- ITSM methodologies (ServiceNow/Jira)
- Adaptability - ability to learn new technologies quickly
- Customer focus - commitment to customer satisfaction and production incident ownership
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