L1 Support Engineer-OSS
About The Position
Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider. A “Great Place To Work® Certified™” company, Prodapt employs over 6,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.
Requirements
- 1+ years technical expertise in one or more programming/scripting languages such as Java, .NET, C/C++, Python, Shell Scripting, and SQL.
- Solid knowledge of production support lifecycle, incident management, change management, and production deployment processes.
- Strong analytical, troubleshooting, and problem-solving skills.
- Experience with automation of operational and support processes.
- Excellent verbal and written communication skills with the ability to interact effectively with technical and business stakeholders.
- Bachelors degree in Computer Science, engineering or related.
Responsibilities
- Provide Tier 2 (L2) production support for telecom OSS/BSS applications, ensuring high availability and operational stability.
- Research, diagnose, troubleshoot, and resolve application incidents, software defects, and technical issues within defined SLAs.
- Manage support tickets efficiently, including timely acknowledgment, investigation, resolution, escalation, and regular stakeholder updates.
- Own and deliver Root Cause Analysis (RCA) reports for Priority 1 (P1) and Priority 2 (P2) incidents within SLA timelines.
- Monitor production environments, support deployment activities, and participate in release validation and post-deployment verification.
- Follow established incident management, problem management, and escalation procedures for unresolved issues.
- Identify opportunities to automate repetitive operational tasks, improve monitoring, and enhance support efficiency.
- Collaborate with development, QA, infrastructure, and business teams to ensure prompt issue resolution and service continuity.
- Support 24x7 production operations through rotational shifts, on-call support, and maintenance activities.
- Develop and maintain operational documentation, troubleshooting guides, and knowledge base articles.
- Provide technical guidance, training, and support to internal teams as required.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
