Company Description: IMCS Group is one of the fastest growing MWBE (Minority Woman Owned Enterprise) staffing firms in the U.S. We focus on bringing a Diversity Recruitment approach to Fortune 500 companies within North America and EMEA region contingent labor programs. IMCS Group excels in providing top talent in IT, Healthcare, Engineering, Finance, Light Industrial, Contact Center, and Clerical. We have offices in the US, Canada, Mexico, and India in which we can provide support to our clients.
Description: Job Title: Technology Lead | Telecom | OSS/BSS
Work Location & Reporting Address: Richardson, TX 75082 or other *** office (Full onsite)
Vendor Rate: ***
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:
oTIRKS
oTIRKS-JX
oWFA-C
oWFASM
oWFACIA
oSOAC
oFACS
oOTTO
oWebSOP
oWCM
"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:
oRC 28
oRC 148
oRejected Code 8
oCK044E
oCIV027E
oCLR005E
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:
oIncident reports
oOrder reports
oFallout metrics
oDaily 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.
Custom Fields:
Name: Intake Call Requested
Value: true
Name: Intake Call Completed
Value: true
EEOC Disclaimer: IMCS Group is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law. IMCS Group is committed to maintaining an inclusive workforce, where employees are hired, retained, compensated, and promoted based on their contributions to our Company.