L2 Engineer - OSS Support

Job description

Key Responsibilities

We are seeking a highly motivated and experienced Open-Source Software (OSS) Support Engineer with a strong background in the Telecom domain to join our growing team. In this role, you will be responsible for providing technical support and guidance to our users and customers who are utilizing our open-source telecom software and related technologies. You will be a key contributor to ensuring user satisfaction, fostering a strong open-source community within the telecom space, and driving the adoption of our OSS solutions in the telecommunications industry.

Incident Management & Triage:

● Act as the first point of contact for all production incidents, alerts, and user-reported issues related to the Plan & Build [Site Manager, Procurement Manager, and Facility Manager application].

● Proactively monitor application performance, infrastructure health, and system alerts using monitoring tools.

● Perform initial diagnosis and root cause analysis (RCA) to quickly identify the source and scope of issues within a microservices architecture.

● Categorize, prioritize, and escalate incidents to appropriate internal teams (e.g., Network, Security, Firewall, Cloud, Infrastructure, Application Development, User Management) in a timely manner.

Troubleshooting & Resolution:

● Collaborate effectively with various technical teams to drive incident resolution, acting as a central coordinator.

● Skillfully diagnose and troubleshoot a wide range of customer issues, from basic inquiries about Site Manager/Procurement Manager to more technical challenges observed within system framework.

● Utilize logs, monitoring dashboards, and diagnostic tools to pinpoint issues across different microservices and underlying infrastructure components.

● Document troubleshooting steps, findings, and resolutions accurately for knowledge base articles and future reference.

Communication & Stakeholder Management:

● Provide timely, clear, and professional communication to internal stakeholders and end- users regarding incident status, expected resolution times, and post-incident reports.

● Prepare and deliver comprehensive Root Cause Analysis (RCA) reports for critical incidents, outlining the problem, impact, resolution, and preventative measures.

● Act as a crucial bridge between engineering/technical teams and product/business teams, translating technical details into understandable business impacts and vice-versa.

SLA Adherence & Performance:

● Ensure all incidents are handled within agreed-upon Service Level Agreements (SLAs) for response, resolution, and communication.

● Contribute to the continuous improvement of incident management processes and tooling.

Knowledge Management & Process Improvement:

● Develop and maintain comprehensive knowledge base articles, runbooks, and troubleshooting guides.

● Identify recurring issues and collaborate with engineering teams to implement permanent solutions and improve system resilience.

● Participate in post-incident reviews to identify lessons learned and implement corrective actions.

Personal Characteristics

1. Strong portfolio and excellent attitude.
2. Must be self-confident to work in a Team and to handle the responsibilities individually as well
3. Should be a good listener/ Can articulate well / Good Communication Skills
4. Ability to work with teams across organizational boundaries, different cultures and different time zones in a virtual environment
5. Delivery-oriented and able to work under strict deadlines.

Skills & Abilities:

1. Experience in containerization technologies: Kubernetes/Docker swarm/Mesos-Marathon/Cloud Foundry
2. Experience in RDBMS like Oracle, MySQL, Sybase etc.
3. Sound knowledge in, NIFI, Kafka, Spark, Elastic Search and other bigdata tools
4. Basic understanding of networking concepts (TCP/IP, DNS, Load Balancers, Firewalls) and security principles
5. Collaboration: Ability to work in a team-oriented environment and effectively communicate with both technical and non-technical stakeholders.