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: Robust 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.

📌 Support Engineer - 2 (Gurugram)
🏢 Comviva
📍 Gurugram