Software Engineering Specialist

• Provide L2 production support for Order Management and associated OSS/BSS components.
• Troubleshoot complex order failures, stuck orders, orchestration/provisioning failures, and integration errors.
• Analyze the complete order lifecycle and identify failure points across upstream/downstream systems.
• Troubleshoot Order Management integrations with CRM, Product/Order Catalog, Provisioning, Billing, Inventory, Mediation, and other OSS/BSS platforms.
• Analyze application logs, database records, middleware/API transactions, and system events.
• Investigate message/API failures, timeouts, queue backlogs, and integration issues.
• Perform SQL-based data analysis and corrective actions where appropriate.
• Troubleshoot application services in Linux/Unix environments.
• Analyze performance, resource utilization, connectivity, and application errors.
• Perform RCA for recurring incidents and production failures; implement permanent fixes and preventive measures.
• Support deployments, upgrades, patches, configuration changes, and post-deployment validation.
• Collaborate with development teams to identify defects and provide technical evidence.
• Work with infrastructure/network/security teams on OS, network, firewall, SSL/TLS, DNS, and connectivity issues.
• Automate operational and troubleshooting activities using Shell/Python or other scripting languages.
• Develop and maintain operational scripts, monitoring checks, and health-check utilities.
• Support monitoring and alerting improvements for Hansen Order Management.
• Participate in Problem, Change, and Major Incident Management.
• Support capacity planning, availability improvements, backup/recovery, and disaster recovery.
• Review L1 escalations and improve SOPs/runbooks to reduce recurring incidents.
• Provide technical guidance and mentoring to L1 support engineers.
• Participate in 24x7 support/on-call rotation as required.

Technical Skills

• Strong hands-on experience with Hansen Order Management / Hansen OSS/BSS.
• Enhanced team productivity and engagement.
• Decision-making and people development.
• Strong understanding of telecom OSS/BSS architecture and Order Management workflows.
• Good understanding of order capture/validation, decomposition, orchestration, fulfillment, lifecycle/status management, provisioning, product/catalog integration, and customer/order management.
• Strong troubleshooting experience across integrated OSS/BSS platforms.
• Strong Linux/Unix administration and troubleshooting skills.
• Good SQL/database troubleshooting skills.
• Complex troubleshooting, RCA, permanent fixes, and reliability improvement.
• Investigate complex issues, including P1/P2 incidents and recurring failures.
• Strong Shell/Python scripting skills.
• Analyze the complete order lifecycle and identify cross-system failure points.
• Good understanding of REST APIs, HTTP/HTTPS, XML, JSON, web services, and middleware.
• Hands-on experience with application logs and monitoring tools such as ELK, Splunk, Dynatrace, Grafana, or Prometheus.
• Understanding of Docker/Podman and containerized environments is preferred.
• Good knowledge of CI/CD concepts/tools such as Jenkins, GitLab CI, GitHub Actions, or Azure DevOps.
• Strong understanding of DNS, load balancers, firewalls, TCP/IP, and SSL/TLS.
• Knowledge of security practices and vulnerability management.
• Understanding of ITIL processes, including Incident, Problem, Change, and Service Management.

• 7-12 years of Experience years of experience in production/application support & 15 years of full-time education
• Strong experience supporting OSS/BSS and telecom applications.
• Hands-on experience with Hansen Order Management is strongly preferred.
• Experience in complex, high-availability production environments.
• Experience handling P1/P2 incidents and working within defined SLAs.
• Experience performing RCA and implementing permanent fixes.
• Experience working in 24x7 production support/on-call environments.
• Leadership & Ownership: Takes end-to-end ownership and drives the team toward defined goals.
• Team Management: Guides, motivates, and supports team members while ensuring effective workload distribution.
• Technical/Functional Expertise: Provides hands-on guidance and supports troubleshooting and decision-making.
• Stakeholder Management: Coordinates effectively across business, development, operations, and other dependent teams.

• Strong analytical and troubleshooting skills.
• Ability to investigate complex cross-system issues independently.
• Strong ownership of production incidents and problems.
• Ability to work under pressure during major incidents.
• Strong collaboration with development, infrastructure, database, network, security and business teams.
• Good technical documentation and communication skills.
• Ability to mentor L1 engineers and drive continuous operational improvements.