Support Engineer - 2

Key Accountabilities

• Handle escalated L2 tickets for telecom applications.
• Perform root cause analysis and provide permanent fixes.
• Coordinate with L3 teams/vendors for unresolved issues.
• Lead and mentor L2 support engineers.
• Allocate workload, monitor performance, and ensure SLA adherence.
• Conduct knowledge-sharing sessions and maintain skill matrix.
• Ensure proactive detection and resolution of issues before business impact.
• Validate and implement application changes in production with change request process.
• Provide timely updates to business teams on incidents and outages.
• Drive weekly governance calls with customer for status and escalations.
• Follow the process to include MOP/SOP for changes and operations.
• Drive corrective and preventive actions for high-severity incidents.
• Ensure adherence to ITIL processes (Incident, Problem, Change Management).
• Identify automation opportunities using Shell scripting and Python.
• Drive process improvements and reduce incident recurrence.

Mandatory Skills

• Operating Systems: Linux (advanced troubleshooting and scripting).
• Databases: Oracle, PostgreSQL (SQL, PL/SQL, performance tuning).
• Monitoring Tools: Zabbix, Grafana.
• ITIL Framework: Incident, Problem, Change Management.
• Containerization & Orchestration: Docker, Kubernetes.
• Load Balancer: HAProxy configuration and troubleshooting.
• Messaging & Streaming: Apache Kafka.
• Logging & Analytics: ELK Stack (Elasticsearch, Logstash, Kibana).
• Scripting & Automation: Shell scripting and Python.
• Application Support Expertise: Telecom OSS/BSS systems.
• Communication & Leadership: Strong stakeholder management and team leadership.

Desirable Skills

• Cloud Exposure: AWS/GCP basics.
• Performance Optimization: Database and application tuning.
• Reporting: ETL.
• Certifications: ITIL Foundation, Docker/Kubernetes certifications, Redhat.