What are the responsibilities and job description for the Lead - OSS L2 Support Engineer position at Prodapt?
Overview
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. 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 in 30 countries. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80 locations globally.
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. 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 in 30 countries. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80 locations globally.
- Good Understanding on Telecom O/BSS applications
- Good Understanding on support cycle and Production deployments
- Excellent problem-solving and analytical skills
- Experience in handling support tickets. Ticket management efficiencies i.e. response time, resolution time, providing regular updates, SLAs. Own RCA submission for P1/P2 tickets within SLA. Automating repeated tasks is MUST to have
- Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.
- Excellent verbal and written communication skills
- Experience in handling support tickets. Ticket management efficiencies i.e. response time, resolution time, providing regular updates, SLAs. Own RCA submission for P1/P2 tickets within SLA. Automating repeated tasks is MUST to have
- Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.
- Excellent verbal and written communication skills
- Must have experience in the role of 24X7 Production Support and Maintenance activities. Work on different shifts.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide technical training and support to internal teams as needed.
- Responsible for providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems.
- Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
- Provide technical training and support to internal teams as needed.
- Experience in CI/CD
- Experience in using Jenkins with ability to create and manage jobs in Jenkins
- Experience in processing and building JSON and XML data
- Experience in GIT
- Communicate with stakeholders to provide status updates on issues and resolutions
- Maintain detailed documentation of troubleshooting steps and issue resolutions.
- Bachelor's degree in business, Information Technology, Computer Science, or a related field.
- 3-7 years' experience in the IT industry.
