Job Title: Order Manager - L1 Production Support Engineer

We are looking for an L1 Production Support Engineer with hands-on knowledge of Order Management / OSS/BSS to support production environments and ensure the availability, stability, and smooth processing of customer orders.

The candidate will be responsible for monitoring order-management applications, identifying and resolving first-level incidents, performing initial troubleshooting, following operational procedures, and escalating complex issues to L2/L3 teams within defined SLAs.

Key Responsibilities

- Monitor Order Management application and related production components.
- Monitor order processing, order status, provisioning workflows and system health.
- Perform L1 troubleshooting for order failures, stuck orders, delayed orders and processing errors.
- Analyze application logs and identify basic error patterns.
- Perform order-level investigation using application screens, database queries and operational tools.
- Validate interfaces between Order Management and downstream/upstream OSS/BSS systems.
- Monitor integrations with systems such as CRM, Billing, Provisioning, Inventory and other BSS/OSS components.
- Create and manage incidents/tickets and ensure accurate categorization and prioritization.
- Follow defined SOPs, runbooks and knowledge articles for incident resolution.
- Escalate unresolved issues to L2/L3 teams with complete troubleshooting details and logs.
- Perform basic Linux/Unix commands for application and log investigation.
- Execute predefined operational scripts and commands.
- Monitor scheduled jobs, batch processes, queues and interfaces.
- Perform basic SQL queries for troubleshooting and data validation.
- Support deployment validation and post-deployment checks.
- Participate in shift-based production support, including weekends/on-call as required.
- Maintain incident records,



operational documentation and support checklists.
- Follow incident, change, problem and escalation management processes.

Technical Skills

- Basic-to-good understanding of Order Management / Hansen OSS/BSS.
- Understanding of Order Management concepts including:
- Customer order
- Product/order capture
- Order decomposition
- Order orchestration
- Order fulfillment
- Order status/lifecycle
- Provisioning

- Understanding of OSS/BSS architecture and integrations.
- Basic knowledge of CRM, Billing, Provisioning, Inventory, and Order Management systems.
- Good Linux/Unix troubleshooting skills.
- Basic SQL knowledge.
- Basic Shell/Python scripting knowledge.
- Experience analyzing application and system logs.
- Basic understanding of APIs, REST/HTTP, XML/JSON.
- Understanding of networking fundamentals, DNS, SSL/TLS, and connectivity troubleshooting.
- Exposure to monitoring/logging tools such as Grafana, Prometheus, ELK, Splunk, or Dynatrace is preferred.
- Exposure to ITIL/incident management processes.

Experience

- 2-3 years of experience in production/application support.
- Experience supporting OSS/BSS or telecom applications is preferred.
- Experience with products or Order Management platforms is strongly preferred.
- Experience working in a 24x7 production support environment is an advantage.

Key Competencies

- Strong troubleshooting and analytical skills.
- Ability to follow SOPs and resolve incidents within SLA.
- Valuable communication and documentation skills.
- Ability to work effectively with L2/L3, development, infrastructure and business teams.
- Strong ownership and customer-service mindset.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

📌 Order ManagerProduction Support Engineer (Noida)
🏢 VyntraPro Innovations
📍 Noida