L1 Support Engineer-OSS

• 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.

Do you have experience in Research?, * 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.

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.