Integration Engineer / Service Delivery Manager

Overview

Jenks's client was one of Australia's top-tier mobile carriers, running a wholesale mobile (MVNO) business on Ericsson's Charging and Billing in One (CBiO) business support system. As API integration specialist and service delivery manager — titles on different CVs include Experienced Integration Engineer, Integration Support Specialist and Billing Solution Engineer — he was individually responsible for service delivery on the $10M+ charging and billing solution.

What Jenks did

• Onboarded MVNO resellers and integrated their CRMs with the carrier's BSS product suite.
• Designed, integrated and supported end-to-end SOAP web services (Tomcat) between MVNOs and billing systems.
• Planned, tested and troubleshot network connectivity and infrastructure changes.
• Sat on the change approval board, performing risk analysis; handled deployment and change management.
• Reviewed and approved test cases; triaged production defects and drove them to closure; ran incident mitigation and post-incident reviews (PIR) — acting as "level 4" support.
• Produced customer reports with SQL on Oracle; worked on RHEL virtualised infrastructure.
• Directed a team of about 30 offshore engineers and testers to deliver "first time right".
• Answered queries from many departments of the enterprise customers, on site 2+ days a week.
• Gave the product team requirements and verified their patches.
• Drove innovation at ANZ level: organised a company-level hackathon, mentored six graduates and led an IoT research engagement with RMIT University.

Achievements

• 100% of onboarding SLAs met; exceeded customer expectations with a 100% offshore delivery model.
• Led and built a remote, automated mobile testing platform (SIGOS) that saved tens of thousands of dollars a year and raised quality and confidence in the customer's product.
• Developed value-adding services beyond the existing managed-services contract (account growth).
• Earned Ericsson Certified Level 4 Engineer status.

Why it matters to employers

This is enterprise systems integration at telecom scale: mission-critical billing, strict SLAs, change control, incident management and a large offshore team. It is the foundation for system integrator, solution architect, support engineer and service delivery roles — and the reason Jenks treats AI systems with the same discipline (governance, testing, change control).