Software Support Engineer

LinkRequired Travel :Minimal
Managerial - No
Location: :India- Gurgaon (Amdocs Site)
Who are we?
Amdocs helps the worlds leading communications and media companies deliver exceptional customer experiences through reliable, efficient, and secure operations at scale. We provide software products and services that embed intelligence into how work runs across business, IT, and network domains delivering measurable outcomes in customer experience, network performance, cloud modernization, and revenue growth. With our talented people, and more than forty years of experience running mission-critical systems around the globe, Amdocs runs billions of transactions daily. Our technology is relied on every day, connecting people worldwide and advancing a more inclusive, connected world. Together, we help those who shape the future to make it amazing. Amdocs is listed on the NASDAQ Global Select Market (NASDAQ: DOX) and reported revenue of $4.53 billion in fiscal 2025. For more information, visit www.amdocs.com
At Amdocs, our mission is to empower our employees to 'Live Amazing, Do Amazing' every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world.
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...

• 36 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 24*7 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.

Link to Apply: https://jobs.amdocs.com/careers/job/563431015121495

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce