Our Client is a leading provider of agile OSS/BSS solutions for telecommunications. Due to the company’s growth and  expanding customer support on the Azerbaijani market, our Client  is looking for candidates for the position of:

Location: Baku, Azerbaijan (on-site at the client’s premises)
Contract type: Full-time
Languages: Fluent Azerbaijani, communicative English

Purpose of the Role:

To provide local first-line support for BSS and OSS systems, ensuring timely incident response, accurate initial diagnostics, effective user assistance, and proper escalation to higher support levels when required.
The role also involves operational monitoring, environment maintenance, and close cooperation with both business users and technical teams on locally at client’s side and remotely with L2 and L3 in Poland (deployment teams and products teams).

Key Responsibilities:

• Serve as the first point of contact for end users and business teams regarding incidents, service requests, and operational queries related to BSS/OSS systems (CRM, Billing, Mediation, Resource Inventory, Order Management, etc.).
• Log, classify, and prioritize incidents and service requests in the ITSM system.
• Escalate unresolved issues to second-line (L2) or development teams with clear diagnostic details.
• Support UAT and production environments, including service restarts, deployment support, and status verification.
• Conduct routine operational maintenance (scheduled task monitoring, queue management, file/log housekeeping).
• Communicate status updates to users and ensure incident resolution within agreed SLAs.
• Cooperate with L2/L3 teams in Poland to identify recurring problems and support root-cause analysis.
• Prepare periodic operational reports (incident volumes, SLA compliance, system availability) and keeping documentation updated. 

Perform first-level diagnosis and triage, including:

• Verification of application and system logs
• Checking configurations and data consistency
• Identifying and reproducing user issues

Technical Requirements:

Mandatory:

• Minimum 3 years of relevant experience
• Solid understanding of Windows Server and Linux (Red Hat) environments
• Basic proficiency in SQL (MS) — ability to run diagnostic queries
• Experience with application logs and monitoring tools
• General understanding of BSS/OSS architecture (CRM, Order Management, Resource Inventory, Mediation, Provisioning)
• Awareness of networking and integration concepts (HTTP, REST/SOAP APIs, VPN, DMZ, Load Balancing)
• Familiarity with ITSM tools (e.g. Azure DevOps, ServiceNow, Jira Service Management)

Desirable:

• Experience with telecom platforms
• Knowledge of TM Forum Open APIs and related standards
• Basic experience in application administration
• Familiarity with system monitoring and alerting tools

Soft Skills and Competencies:

• Strong communication and teamwork skills with a customer-focused mindset
• Analytical approach and attention to detail in issue documentation
• Ability to work under pressure and handle multiple priorities effectively
• Fluent in Azerbaijani (spoken and written)
• Communicative English (B2 level) — Polish is an advantage
• Willingness to work on-site at the customer’s location

Organizational Requirements:

• Working hours aligned with the customer’s operational schedule (may include on-call or shift-based support)
• Adherence to company security and change management policies
• Compliance with Incident, Problem, and Change Management processes
• Responsible and secure handling of credentials and production access

What We Offer:

• Opportunities to participate in innovative telecom projects in a cutting-edge environment.
• Competitive salary and benefits package.
• Professional development and the chance to collaborate with a talented global team.
• Training sessions in Poland during onboarding or major system updates

Interested candidates can apply by filling out the form in the Apply for job button.