Senior Engineer – L2 (EDA)

Role Overview

2nd Level Assurance is a vital function in Managed Services. It is responsible for end-to-end 2nd Level technical support for issues arising in Managed Services related to Provisioning and Mediation domains.

2nd Level Assurance provides extended support to the Front Office in fault management issues and is responsible for the next level of service restoration.
The function is typically divided into several Competence Areas, each specialized in a specific technology or service.

 

Key Responsibilities

O&M of the node: perform health checks, configure alarms, and automate routine operational tasks to keep nodes related to Provisioning (EDA) and Mediation (EMM) healthy.

Perform preventive maintenance, patch updates, and software upgrades on the node.

Analyze and resolve production fallout orders, including data manipulation, SQL scripting, database updates, and reformulating XML to enable order progression in provisioning systems.

Analyze total rejects and their impact on revenue; report, analyze, and respond to defects.

Support requirement collection for new changes.

Support the Development team in testing new deployments.

Trouble Ticket (TT) & Customer Service Request (CSR) handling: coordinate with support teams and vendors to resolve critical or hardware-related issues.

Ensure solution documentation and operational documents are updated for all changes.

Overall system administration of EDA and EMM nodes.

Node integration activities for EDA.

End-to-end troubleshooting for issues related to the EDA platform, including:

• Fault Management

• User Management

• Software/Hardware Management

• Configuration Management

• Use Cases

Handle Trouble Tickets and Change Requests as per SLA/WLA.

CSR handling for complex faults (analysis, troubleshooting, corrective maintenance).

Provide emergency and on-call support (24×7).

Solution management for customized business objects, templates, and reports.

Coordination with local SPOC, customization teams, and external suppliers for third-party hardware support.

Administrator-level experience with reporting and virtualization tools such as Business Objects, Citrix, or similar platforms.

Education

Degree in Electronics & Telecommunication Engineering or equivalent.

 

Experience

Minimum 5 to 7 years of relevant experience, with at least 2 years working on EMA / EDA systems.

 

Mandatory Technical Skills

Strong knowledge and understanding of GSM / WCDMA technologies.

System administration expertise on EMA / EDA.

System administration expertise on EMM.

Knowledge of Catalogue Driven Order Management (nice to have).

Strong SQL, Oracle, and database experience, including bulk fixes and resolution of large volumes of failed orders.

Linux/UNIX OS experience with intermediate scripting skills (Shell, AWK, PERL).

Fundamental storage concepts and operations.

Strong understanding of core telecom networks and provisioning parameters.

Full understanding of the BSS domain, with ability to analyze enhancements in provisioning flows.

Knowledge of source control systems and release management processes.

Strong understanding of order and provisioning flows.

Basic knowledge of Java, Shell Scripting, SOAP UI, Git, SOAP APIs.

Hands-on experience in integration, commissioning, and administration of EDA (preferred).

Good understanding of UNIX/Linux environments.

Strong SQL and database skills.

Good understanding of support processes.

Mandatory Human Skills

Strong customer-oriented mindset.

Ability to work effectively under time constraints.

Excellent verbal and written communication skills.

Proactive contributor to process improvements and changes.