Sarthi Digital

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) .