Software Engineer

In one sentence:

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.

What will your job look like?:

• Monitor the 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.

All you need is...:

• 3-6 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.
• Ability to work in a 24x7 environment and night shifts.
• Strong troubleshooting and analytical skills.
• Ability to follow SOPs and resolve incidents within SLA.
• Good communication and documentation skills.
• Ability to work effectively with L2/L3, development, infrastructure, and business teams.
• Strong ownership and customer-service mindset.
• 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.