L1/L2 Application Support Engineer

Overview

Job Title: L1/L2 Application Support EngineerExperience: 2-4 YearsLocation: ChennaiJob Type: Full-TimeShift: Rotational 24/7 (including on-call support),Majorly Night shiftRole Overview:We are seeking a proactive and technically skilled L1/L2 Application Support Engineer to join our dynamic team. The ideal candidate will have a strong background in SQL, Unix scripting, and telecom domain knowledge, with a passion for troubleshooting and customer support. This role requires hands-on expertise in OSS (Operations Support Systems) and BSS (Business Support Systems), including service provisioning, activation, inventory management, customer management, billing, and order management.

Responsibilities

Key Responsibilities:Handle incident and problem management at L2 levelAnalyse L2 incidents in system and provide fix.Perform root cause analysis and bug triaging.Creation of SOP.Coordinate with L3/development teams for issue resolutionConduct patch and release validationMaintain and update documentation and knowledge baseProvide on-call support and participate in shift rotations - 24/7 (including on-call support),Majorly Night shift

Requirements

Technical Skills:Proficient in SQL and PL/SQL for data analysis and issue resolutionStrong experience with Unix Shell scriptingExpertise in XML for data parsing and validationWorking knowledge of Python for automation tasksUnderstanding of:Order orchestrationTask modelingOrder decompositionDomain Knowledge:OSS (Operations Support Systems):Service provisioningActivationInventory managementBSS (Business Support Systems):Customer managementBillingOrder managementSolid understanding of Telecom domain processesSoft Skills:Strong analytical and troubleshooting abilitiesExcellent written and verbal communicationCustomer-centric approachAbility to work under pressure and in rotational shiftsEffective collaboration with cross-functional teams