L1 Support Engineer-OSS

Overview Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider. A “Great Place To Work® Certified™” company, Prodapt employs over 6,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally. Responsibilities Provide Tier 2 (L2) production support for telecom OSS/BSS applications, ensuring high availability and operational stability. Research, diagnose, troubleshoot, and resolve application incidents, software defects, and technical issues within defined SLAs. Manage support tickets efficiently, including timely acknowledgment, investigation, resolution, escalation, and regular stakeholder updates. Own and deliver Root Cause Analysis (RCA) reports for Priority 1 (P1) and Priority 2 (P2) incidents within SLA timelines. Monitor production environments, support deployment activities, and participate in release validation and post-deployment verification. Follow established incident management, problem management, and escalation procedures for unresolved issues. Identify opportunities to automate repetitive operational tasks, improve monitoring, and enhance support efficiency. Collaborate with development, QA, infrastructure, and business teams to ensure prompt issue resolution and service continuity. Support 24x7 production operations through rotational shifts, on-call support, and maintenance activities. Develop and maintain operational documentation, troubleshooting guides, and knowledge base articles. Provide technical guidance, training, and support to internal teams as required. Requirements 1+ years technical expertise in one or more programming/scripting languages such as Java, .NET, C/C++, Python, Shell Scripting, and SQL. Solid knowledge of production support lifecycle, incident management, change management, and production deployment processes. Strong analytical, troubleshooting, and problem-solving skills. Experience with automation of operational and support processes. Excellent verbal and written communication skills with the ability to interact effectively with technical and business stakeholders. Bachelors degree in Computer Science, engineering or related. #J-18808-Ljbffr Prodapt Solutions Private Limited