L1 and L2 Support Engineer MVNO

Role & responsibilities for L1 Support Engineer:

• Provide

  first-level technical support

  for MVNO operations including mobile voice, data, SMS, VAS, and roaming services.
• Monitor network alarms, service performance, and incident management systems.
  
• Troubleshoot and resolve customer-reported and system-generated issues within defined SLAs.
  
• Escalate incidents to

  L2/L3 teams, vendors, or network partners

  as required, ensuring proper documentation.
• Perform

  initial log analysis, health checks, and validation

  of fixes provided.
• Work with OSS/BSS systems, SIM provisioning platforms, and mediation systems.
  
• Maintain

  knowledge base, runbooks, and shift handover documentation

  for seamless operations.
• Support change management activities by performing pre/post checks and basic validations.
  
• Collaborate with cross-functional teams (Customer Care, Billing, IT, and Network Operations).

• Provide timely updates to stakeholders and ensure

  high availability of MVNO services

  .

Role & responsibilities for L2 Support Engineer:

• Act as

  second-line support

  for incidents escalated from L1, focusing on mobile voice, data, SMS, VAS, and roaming services.
• Perform

  root cause analysis (RCA)

  for recurring or critical issues and provide permanent fixes.
• Manage and resolve complex incidents within SLA and provide timely status updates to stakeholders.
  
• Perform

  detailed log analysis, protocol tracing (SS7, SIP, Diameter, GTP, etc.), and system health checks

  .
• Coordinate with

  L3 teams, OEMs, network operators, and vendors

  for solution implementation.
• Provide

  guidance and knowledge transfer

  to L1 engineers through training, SOPs, and troubleshooting guides.
• Support

  service activations, migrations, and new feature rollouts

  in coordination with engineering and operations teams.
• Ensure

  high availability, stability, and performance

  of MVNO systems and platforms.
• Participate in

  change management

  validating changes, performing pre/post checks, and rolling back if necessary.

• Maintain accurate documentation for incidents, problems, configurations, and fixes.
  

Preferred candidate profile for L1 Support Engineer:

• 4 to 6 years of experience

  in telecom operations support, preferably with MVNO/MNO environments.
• Exposure to

  OSS/BSS platforms, SIM provisioning, IN (Intelligent Network), billing systems, and mediation

  .
• Hands-on experience with

  ticketing tools (e.g., JIRA, Remedy, ServiceNow)

  and monitoring tools (e.g., Nagios, Zabbix, SolarWinds).
• Familiarity with

  APNs, subscriber provisioning, SIM lifecycle, and number portability processes

  .
• Good knowledge of

  incident, problem, and change management processes (ITIL framework)

  .
• Strong analytical and troubleshooting skills with a customer-centric approach.
  
• Excellent communication skills (verbal and written).

• Willingness to work in

  24x7 shifts

  including weekends and holidays.
• Certification in

  ITIL Foundation

  or equivalent.
• Experience with

  MVNO onboarding, interconnect testing, or roaming operations

  .

• Basic SQL/Unix/Linux command-line skills for log analysis.

• Preferred candidate profile for L2 Support Engineer:

• 4 to 6 years of telecom operations experience

  with focus on MVNO/MNO environments.
• Strong hands-on experience with

  OSS/BSS systems, SIM provisioning, IN (Intelligent Network), billing, and mediation platforms

  .
• Practical experience with

  protocol analyzers, tracing tools, and log analysis

  .
• Familiarity with

  SQL databases, Unix/Linux systems

  , and scripting for automation.
• Good understanding of

  network elements

  such as HLR/HSS, MSC, STP, PCRF, PGW, SGW, and MME.
• Strong problem-solving skills with ability to work under pressure in high-severity scenarios.
  
• Excellent communication and stakeholder management skills.

• Willingness to work in

  rotational shifts (24x7 operations)

  .

• Certification in

  ITIL, CCNA/CCNP (or equivalent)

  , or telecom domain certifications.
• Experience with

  VoLTE, VoWiFi, and 5G readiness activities

  .

• Exposure to

  cloud-native telecom platforms (OpenStack, Kubernetes, NFV/SDN)

  .