Technology Lead | Telecom | OSS/BSS

Work Location & Reporting Address: Richardson, TX 75082 or other Infosys office (Full onsite)
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Contract duration: 12 months
Target Start Date: Immediate
Does this position require Visa independent candidates only? Yes

Interview Process: Virtual/Video interviews
Minimum years of experience required: 5+ years
Certification needed: No

Job Details:
Must Have Skills: TIRKS Admin, WFAC Admin, TIRKS ERR, SOAC, FACS
Nice to Have Skills: None

Detailed Job Description:

Provide L1.5/L2 operational support for the SYAD ecosystem supporting telecom provisioning, inventory, circuit assignment, and workforce management applications. Responsible for incident resolution, access administration, order fallout investigation, queue monitoring, data maintenance, and coordination with vendor SMEs for complex issues. The role requires strong understanding of TIRKS, WFA-C, SOAC, FACS, and related OSS/BSS systems.

Key Responsibilities
1. Incident & Service Request Management
Investigate and resolve incidents across:
o TIRKS
o TIRKS-JX
o WFA-C
o WFASM
o WFACIA
o SOAC
o FACS
o OTTO
o WebSOP
o WCM
Perform root cause analysis and resolution.
Handle workflow failures, provisioning errors, and queue exceptions.
2. TIRKS Administration
User access management.
RACF administration.
Password resets and account reactivation.
Regional enrollment and screen authorization support.
Troubleshoot common security errors such as:
o RC 28
o RC 148
o Rejected Code 8
o CK044E
o CIV027E
o CLR005E
3. Circuit & Design Management
Validate circuit inventory and facility assignments.
Support CLLI, TPLOC, CCNA, TTM, and TTS table administration.
Resolve circuit design and assignment discrepancies.
Support equipment and fiber assignment issues.
4. Order Management & Fallout Resolution
Analyze and resolve order fallout scenarios.
Identify provisioning failures between systems.
Validate order progression across OSS applications.
Support manual order corrections where required.
Coordinate with business teams on failed or stuck orders.
5. WFA-C Administration & Provisioning Support
Resolve WFA-C workflow failures.
Support status synchronization issues.
Troubleshoot WFACIA integration failures.
Monitor workforce-related processing exceptions.
6. Operational Monitoring
Proactively monitor support queues.
Investigate ServiceNow tickets.
React to alerts and operational events.
Ensure SLA adherence for incidents and requests.
7. Reporting & Governance
Prepare:
o Incident reports
o Order reports
o Fallout metrics
o Daily operational dashboards
Refresh and validate operational data.
Maintain knowledge repositories and SOPs.
8. Knowledge Management
Conduct KT sessions.
Document troubleshooting procedures.
Update SOPs and error resolution guides.
Train new team members.

Required Technical Skills
Telecom OSS Applications
TIRKS
TIRKS-JX
WFA-C
WFASM
SOAC
FACS
WFACIA
OTTO
WebSOP
WCM

Supporting Technologies
Mainframe / RACF
Rocket Terminal Emulator
ServiceNow
Telecom provisioning workflows
Inventory and circuit management systems

Desired Experience
5+ years in Telecom OSS/BSS support.
Experience supporting wireline provisioning environments.
Strong troubleshooting and incident management skills.
Experience with TIRKS and WFA-C preferred.
Ability to work independently in a production support environment.

Knowledge Areas Candidate Must Demonstrate Before Handover
According to the SYAD KT curriculum, the replacement should be able to independently handle:
1. SYAD order lifecycle understanding.
2. TIRKS access and RACF issues.
3. TIRKS-JX client connectivity problems.
4. WFA-C workflow failures.
5. Table administration activities.
6. Circuit and facility assignment validations.
7. Order fallout analysis and resolution.
8. Queue monitoring and operational reporting.

Project Code: Master Code for Brightspeed T2 Business