Job Overview

We are seeking an experienced Senior Engineer – L2 (ENE & ENM) to provide Level 2 operational and technical support for critical telecom systems and applications.

The successful candidate will be responsible for maintaining system stability and service continuity, resolving complex incidents, supporting production deployments, performing data maintenance and troubleshooting, and driving continuous operational improvements.

The role requires strong technical troubleshooting capabilities, telecom domain experience, scripting knowledge, and the ability to work effectively in a fast-paced production environment.

Key Responsibilities

L2 Operations & Production Support

• Provide Level 2 operational and technical support for production systems and applications.
• Proactively monitor production environments, including system logs, alerts, and performance metrics.
• Identify potential issues and take corrective actions to prevent or minimize service impact.
• Triage and resolve incidents, operational issues, and order-related failures within agreed service levels.
• Provide quick fixes and workarounds where required and ensure recurring issues are escalated and followed through to closure.
• Perform detailed technical diagnostics and root cause analysis for complex production issues.
• Investigate and resolve data inconsistencies across multiple systems.
• Clear and resolve stuck transactions or orders across integrated systems.
• Perform data repair and bulk operational activities as required.
• Extract operational and business reports and support billing-related activities.
• Execute database queries for troubleshooting, data validation, and issue investigation.
• Validate system changes and deployments and support rollback activities when required.
• Develop and maintain workaround scripts and Standard Operating Procedures (SOPs) to improve first-level resolution.
• Identify recurring issues, operational gaps, and potential product defects.
• Contribute to continuous improvement of operational processes, runbooks, and support tools.

Release, Deployment & Environment Management

• Prepare deployment packages and implementation procedures for production releases.
• Plan, coordinate, execute, and track production deployment activities.
• Assess deployment risks and ensure appropriate mitigation and rollback plans are available.
• Support automated build and deployment processes.
• Manage production environment configurations and modifications.
• Maintain appropriate user access and permissions in accordance with operational requirements.
• Monitor and manage system storage and perform housekeeping activities when required.
• Create and maintain deployment and operational scripts.
• Continuously improve automation coverage to achieve reliable, repeatable, and low-risk production releases.

Qualifications & Technical Skills

• Bachelor’s degree in Computer Science, Information Technology, Telecommunications, Engineering, or a related discipline.
• Proven experience in telecom operations, application support, or production support.
• Strong experience in Level 2 operational and technical support.
• Good understanding of telecom systems, order orchestration, and operational data.
• Experience with database troubleshooting, data validation, and data correction activities.
• Experience with automated build and deployment pipelines and production release coordination.
• Strong scripting skills, including Shell, Python, or Groovy.
• Experience with application log analysis and troubleshooting.
• Strong knowledge of SQL and relational databases.
• Experience with APIs and application integration is an advantage.
• Knowledge of ITIL service management processes; ITIL Foundation certification is preferred.
• Strong analytical and problem-solving skills.

Mandatory Professional Skills

• Strong customer and service-oriented approach.
• Ability to work effectively under pressure and within strict time constraints.
• Excellent verbal and written communication skills.
• Strong analytical and troubleshooting capabilities.
• Ability to collaborate effectively with technical and business teams.
• Proactive approach to identifying and resolving operational issues.
• Strong ownership and accountability.
• Ability to manage multiple priorities while maintaining service quality.
• Willingness to contribute to process improvements, automation, and operational changes.

Key Competencies

• Level 2 Production Support
• Telecom Operations
• Incident & Problem Management
• Root Cause Analysis
• System Monitoring & Troubleshooting
• Database & Data Troubleshooting
• Release & Deployment Management
• Scripting & Automation
• Operational Excellence
• Technical Documentation
• Customer Service
• Continuous Improvement