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Comviva Linkedin · Posted 4mo ago

Support Engineer - 2

India

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Indexed description

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: Strong 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.
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