L1/L2 Application Support Engineer

• Handle incident and problem management at L2 level
• Analyse L2 incidents in system and provide fix.
• Perform root cause analysis and bug triaging.
• Creation of SOP.
• Coordinate with L3/development teams for issue resolution
• Conduct patch and release validation
• Maintain and update documentation and knowledge base
• Provide 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 resolution
• Strong experience with Unix Shell scripting
• Expertise in XML for data parsing and validation
• Working knowledge of Python for automation tasks

Understanding of:

• Order orchestration
• Task modeling
• Order decomposition

Domain Knowledge:

OSS (Operations Support Systems):

• Service provisioning
• Activation
• Inventory management

BSS (Business Support Systems):

• Customer management
• Billing
• Order management
• Solid understanding of Telecom domain processes

Soft Skills:

• Strong analytical and troubleshooting abilities
• Excellent written and verbal communication
• Customer-centric approach
• Ability to work under pressure and in rotational shifts
• Effective collaboration with cross-functional teams