Senior Technical & Application Support Specialist

**Tech Stack:** Remedy, TT Reports, IRP, PostgreSQL, XML/JSON, Pega PDC, Pega Sales Automation 📍 **Location:** Tirana (Hybrid) 💼 **Employment Type:** [Full-time / Permanent] 🌐 **Language Requirements:** Proficient in **Italian, English** is a plus 🚀 **About Us** Engineering Albania is a member of Engineering Group, one of the main players in the field of the digital transformation of public and private companies and organizations around the world. With around 12,000 professionals in 40+ locations (in Italy, Belgium, Germany, Norway, Serbia, Spain, Sweden, Switzerland, Argentina, Brazil, and the USA), the Engineering Group designs, develops, and manages innovative solutions for the business areas where digitalization is having the biggest impact, including Digital Finance, Smart Government & E-Health, Augmented City, Digital Industry, Smart Energy & Utilities, Digital Media & Communication. **👩 💻👨 💻About You** We are seeking a Senior Technical & Application Support Specialist with strong experience in wholesale telecommunications processes, application lifecycle management, and enterprise support environments. The role involves end-to-end support of wholesale service delivery processes, including pre-sales, order management, fulfillment, and post-delivery operations, within complex, multi-system environments (including Fibercop and related ecosystems such as TIM). The ideal candidate will have hands-on experience in production support, incident management, and cross-functional coordination between technical and business teams. 🔧 **Key Responsibilities** - Provide **Level 1 and Level 2 production support** for application and service issues coming from multiple channels (end users, application users, back office, escalations) - Monitor and manage **ticketing systems (e.g., Remedy)** including analysis, resolution, and escalation of incidents - Generate and distribute **daily operational reports (TT reports and KPIs)** - Monitor and manage **application interfaces (e.g., IRP)** - Support **back-office teams** in validating release requirements (KIT, BF, SM) - Collaborate with development and engineering teams to analyze and resolve production and test environment issues - Perform **data analysis, data cleansing, and quality checks (SQL-based)** - Ensure continuity and stability of key application processes across wholesale service platforms - Support application maintenance and operational improvement activities - Work closely with network, control room, and technical operations teams 🛠️ **Required Skills & Experience** **📞Domain Knowledge (Wholesale / Telecom)** - +4 years experience in: - Wholesale service pre-sales and commercial processes - Order management and workflow handling (acquisition, processing, delivery activation) - Service catalog management (technical and commercial wholesale catalog) - Fulfillment chain processes in telecom environments (preferably Fibercop ecosystem) - Application lifecycle processes: incident, change, security, and complaint management - Cross-functional interaction between internal and external organizations (e.g., Fibercop, TIM) **🤖Technical Skills** - Strong knowledge of **SQL** - Good understanding of **PostgreSQL (architecture and operational usage)** - Knowledge of **XML / JSON (3–4 years experience)** - Familiarity with monitoring tools (e.g., **Pega PDC in SaaS environments** ) - Experience with **Pega platform modules** , such as: - Sales Automation - CPQ - Customer Decision Hub (CDH) - Robotics (nice to have) - Experience as **Technical Developer / System Architect on Pega projects** - Pega **System Architect Certification (preferred)** ⭐ **Nice-To-Have Skills** - Strong **problem-solving skills** - Ability to work in a **team-oriented and cross-functional environment** - Strong communication skills with both technical and business stakeholders - Ability to operate in high-pressure production environments - Experience in Fibercop or similar telecom wholesale environments - Advanced Pega certifications - Experience in large-scale enterprise application support or telecom OSS/BSS systems **💜 What We Offer** : 💶Competitive compensation depending on experience and skills 🏢🏠Hybrid work model, option to choose/combine work from home/office; 🕘🕕Working Hours: 9 AM – 6 PM 🚑Private health insurance; 🗣️Opportunity to learn 7 different languages using our E-learning platform; **👨 💻** Great colleagues, open informal, and fun atmosphere; 📈Chance to be part of a professional and highly dynamic international environment. If your experience matches our requirements, do not hesitate to apply 📥 Burimi: https://al.linkedin.com/jobs/view/senior-technical-application-support-specialist-at-engineering-albania-4429832921

Niveli: senior