• Job Description

  Req#: 2270
  Overview:
  
  TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client provider of digital technology and transformation, information technology and services
  
  Position: Business Operations (BizOps) Engineer
  Location: Remote
  Duration: 5 Months
  Job Type: Temporary Employment
  This job is open for both W2/C2C consultants
  
  Role Overview
  
  The Business Operations (BizOps) Engineer is responsible for ensuring the stability, availability, and performance of core wireless order management platforms supporting large-scale telecom operations. This role operates in a 24x7 environment and focuses on proactive monitoring, incident management, order fallout resolution, and continuous improvement across business-critical systems. The engineer works closely with IT, network, product, and vendor teams to ensure seamless order lifecycle execution, minimal customer impact, and adherence to SLAs.
  
  Key Responsibilities
  
  Production Operations & Support
  
  • Provide 24x7 L1/L2 production support for core wireless order management systems, including order capture, orchestration, provisioning, billing, and downstream integrations.
  • Monitor system health, order flows, APIs, queues, and batch processes to ensure uninterrupted order processing.
  • Identify, analyze, and resolve order fallouts, system defects, and integration failures across CRM, network provisioning, billing, and fulfillment platforms.
  • Ensure platform uptime, performance, and operational stability in line with carrier-grade availability standards.
  
  Incident & Problem Management
  
  • Lead and participate in major incident bridges, ensuring timely triage, stakeholder communication, and restoration of services.
  • Perform root cause analysis (RCA) and drive corrective and preventive actions to eliminate repeat incidents.
  • Track incidents, problems, and changes using tools such as ServiceNow, Jira, or equivalent ITSM platforms.
  • Ensure adherence to SLAs, OLAs, and escalation protocols.
  • Monitoring, Automation & Optimization
  • Use monitoring and observability tools (e.g., Splunk, AppDynamics, Grafana) to proactively detect anomalies and performance degradation.
  • Implement automation, retry mechanisms, and alert optimization to reduce manual intervention and operational noise.
  • Identify opportunities for process improvement and operational efficiency within order management workflows.
  
  Cross-Functional Collaboration
  
  • Work closely with product, development, network, billing, and vendor teams to resolve complex order and system issues.
  • Support release deployments, configuration changes, and maintenance activities, ensuring minimal business disruption.
  • Act as a liaison between business stakeholders and technical teams to translate operational issues into actionable solutions.
  • Reporting & Documentation
  • Maintain and enhance SOPs, runbooks, and operational playbooks for support and incident response.
  • Prepare operational dashboards and reports on order success rates, incident trends, system performance, and SLA compliance.
  • Support audits, compliance requirements, and operational reviews.
  
  Required Skills & Experience
  Domain & Technical Expertise
  
  • Strong experience supporting telecom core wireless order management systems in a 24x7 production environment.
  • Deep understanding of order lifecycle: capture, validation, orchestration, provisioning, activation, billing, and fulfillment.
  • Working knowledge of telecom integrations involving CRM, network elements, provisioning systems, and billing platforms.
  • Hands-on experience with SQL for data validation, reconciliation, and incident troubleshooting.
  • Familiarity with API-based integrations, logs, and message queues.
  
  Tools & Platforms
  
  • Experience with ITSM tools such as ServiceNow, Jira, or Remedy.
  • Exposure to monitoring and logging tools such as Splunk, AppDynamics, Grafana, or similar platforms.
  • Basic understanding of cloud platforms (AWS/Azure/GCP) and containerized environments is a plus.
  
  Soft Skills & Behavioral Expectations
  
  • Strong problem-solving and analytical skills, with the ability to operate calmly under pressure.
  • Excellent communication skills for engaging with business users, technical teams, and leadership during incidents.
  • Ability to work effectively in shift-based, 24x7 operations and on-call rotations.
  • Ownership mindset with a focus on accountability, continuous improvement, and customer impact.
  
  Qualifications
  
  • Bachelor's degree in Computer Science, Information Technology, Telecommunications, or a related field.
  • 8+ years of experience in telecom production support, BizOps, or IT operations (core wireless preferred).
  • Experience supporting Tier-1 telecom operators such as telecom or equivalent is highly desirable.
  • ITIL certification or telecom-domain certifications are a plus.
  
  TekWissen® Group is an equal opportunity employer supporting workforce diversity.

• About the company

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