Description

• Strong experience in Telecom Assisted sales Production Support, Application Support, L2/L3 Support, and enterprise application operations.
• Hands-on knowledge of incident management, problem management, change management, RCA, defect triage, SLA tracking, and production issue resolution.
• Good understanding of REST APIs, SOAP Web Services, API integration, JSON, XML, and service-to-service communication.
• Working knowledge of Java, Spring Boot, microservices architecture, application servers, and backend service troubleshooting.
• Strong Kubernetes (EKS) skill to troubleshoot the issue.
• Strong database validation skills using SQL with Oracle, Cassandra, PostgreSQL, MySQL, or SQL Server.
• Experience with log analysis, monitoring, and alerting tools such as Splunk, ELK, Kibana, Grafana, AppDynamics, Dynatrace, New Relic, OpenSearch, Prometheus, or CloudWatch.
• Good Understanding on DNS, GSLB, CDN, WAF, NLB & ALB, Identity Gateway, Api Gateway, Nginx Proxy, and related components
• Knowledge of Unix/Linux commands, shell scripting, batch job monitoring, file processing, and server-level troubleshooting.
• Familiarity with messaging and integration technologies such as Kafka (MSK), JMS, RabbitMQ, or Apache Camel.
• Experience with deployment support, release validation, rollback coordination, post-release monitoring, and hypercare support.
• Hands-on exposure to ITSM and collaboration tools such as ServiceNow, Jira, Confluence, Remedy, or similar platforms.
• Basic understanding of CI/CD tools and DevOps ecosystem including Jenkins, Git, Maven, Docker, or OpenShift.
• Knowledge of ITIL processes, operational governance, production readiness, audit compliance, and runbook management.
• Good Understanding of AWS Cloud.

Roles and Responsibilities

• Own day-to-day production support for AURA and Total Access applications, services, interfaces, batch jobs, APIs, and business workflows.
• Monitor application availability, performance, alerts, logs, dashboards, integrations, and scheduled jobs to ensure smooth business operations.
• Handle L2/L3 incidents, perform technical analysis, troubleshoot failures, and restore services within agreed SLA timelines.
• Perform root cause analysis, impact assessment, defect analysis, and permanent fix coordination for production issues.
• Analyze application logs, API failures, database errors, timeout issues, job failures, integration breakdowns, and performance bottlenecks.
• Coordinate with development, QA, DevOps, infrastructure, database, network, security, and business teams for issue resolution and service restoration.
• Support release activities including deployment validation, smoke testing, production verification, rollback coordination, and post-deployment hypercare.
• Manage incidents, service requests, problem tickets, change requests, and production defects using ITSM tools such as ServiceNow or Jira.
• Prepare incident updates, RCA reports, status reports, known error documentation, SOPs, runbooks, and knowledge articles.
• Track recurring issues, identify automation opportunities, recommend process improvements, and support continuous service improvement initiatives.
• Ensure compliance with ITIL processes, change governance, audit requirements, access controls, production readiness, and operational standards.
• Participate in daily operations calls, bridge calls, release meetings, change review discussions, and stakeholder status updates.

Preferred Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related technical discipline.
• 4+ years of production support, application support, or technical support experience in enterprise environments.
• Experience supporting telecom, billing, CRM, order management, digital platforms, or large-scale business applications is preferred.
• ITIL Foundation certification, AWS cloud certification, or relevant application support certification is an added advantage.
• Strong analytical, communication, stakeholder coordination, documentation, and problem-solving skills.

Technical Skills

• Application Support: Telecom Assisted sales Production Support, L2/L3 Support, Application Monitoring, Production Issue Resolution, SLA Monitoring, Defect Triage, RCA.
• Backend & Integration: Java, Spring Boot, Microservices, REST APIs,  JSON, XML, API Integration, Service-to-Service Communication.
• Database: Oracle, PostgreSQL, Database Validation, Query Analysis, Data Verification.
• Monitoring & Logging: ELK Stack, Kibana, Grafana, New Relic, OpenSearch,  CloudWatch, Log Analysis.
• DevOps & Deployment: Jenkins, Git, Maven, CI/CD, Docker, Kubernetes,  Deployment Validation, Release Support, Rollback Coordination.
• Messaging & Middleware: MSK, RabbitMQ, Redis, Batch Job Monitoring, File Processing.
• ITSM & Tools: ServiceNow, Jira, Confluence, Remedy, Incident Management, Problem Management, Change Management, Runbook Management, ITIL.
• Operating Systems & Scripting: Unix, Linux, Shell Scripting, Server Troubleshooting, Command-Line Operations

Key Skills

Education

Bachelor's degree