Defect Manager – Telco BSS

Job Summary

We are seeking a highly analytical Defect Manager to own the end-to-end defect lifecycle for our Telecom Business Support Systems (BSS) . In this role, you will act as the gatekeeper of quality between Development, QA, Operations, and Business stakeholders. You will be responsible for triaging, tracking, and driving critical defects to resolution—ensuring minimal impact on revenue streams (Billing), customer experience (CRM), and order processing (OM).

Key Responsibilities

1. Defect Lifecycle Management (BSS Focus)

• Own the end-to-end defect management process for BSS modules including Convergent Billing (CB), CRM, Order Management, Inventory, and Mediation.
• Triage incoming defects based on severity (Showstopper, Critical, Major, Minor) and business impact (e.g., revenue leakage, invoice generation failure, order fallout).
• Facilitate Defect Triage Boards (DTB) with System Integrators (SI), Product Owners, and Operations.
• Ensure 100% traceability between defects, requirements, and test cases in tools like JIRA or ALM.

2. Root Cause Analysis \& Priority Rationalization

• Work with developers to identify root causes specific to BSS logic (e.g., rating errors, discount misapplication, service activation failures).
• Differentiate between code defects, configuration errors (tariff plans, product catalogs), and data migration issues.
• Reject or defer defects with clear business justification, avoiding "scope creep" in production releases.

3. Reporting \& Metrics (BSS KPIs)

• Publish daily Defect Aging Reports and Open Defects by Module.
• Track BSS-specific KPIs: Defect Leakage Rate (Pre-prod vs. Prod), Mean Time to Resolve (MTTR) for billing defects, and Customer Impact Index.
• Generate Go/No-Go recommendations for production deployments based on outstanding critical defects.

4. Stakeholder Communication

• Translate technical defect descriptions into business impact language for Finance (billing errors) or Marketing (campaign configuration).
• Lead defect review meetings with offshore/nearshore development teams.
• Escalate blocking defects (e.g., end-of-month billing cycle failures) to executive leadership with recommended action plans.

5. Process Improvement

• Implement automation for defect logging using AI/ML to predict high-risk modules.
• Establish SLAs for defect response (e.g., P1 response \< 1 hour, resolution \< 24 hours).
• Conduct Post-Mortems for major production escapes to update regression test suites.

Required Qualifications

1. Education \& Experience

• Bachelor’s degree in Computer Science, Telecom Engineering, or related field.
• 5+ years of experience in Defect Management, Test Management, or QA Analysis.
• 2+ years of mandatory experience working with Telecom BSS platforms (e.g., Amdocs, Netcracker, Oracle OSS/BSS, Huawei, WhaleCloud).

2. Technical Skills

• Deep understanding of BSS functional flows: Customer creation, Product offering, Rating \& Discounting, Invoice generation, Payment processing.
• Proficiency in defect tracking tools: JIRA, HP ALM, Azure DevOps.
• Understanding of TM Forum APIs (SID, eTOM) is a strong plus.

3. Soft Skills

• Neutral arbitrator – ability to say “No” to business when a bug is a feature request.
• High pressure management – comfortable managing high volume defects during BSS transformation projects.
• Excellent technical writing – clear defect summaries for billing analysts and developers.

Pay: RM10,000.00 - RM13,000.00 per month

Experience:

• Defect Management, Test Management, or QA Analysis: 4 years (Required)
• Telecom BSS platforms : 2 years (Required)

Language:

• Mandarin (Required)

Work Location: In person