Application Support Engineer (Openwave Messaging)

Lumine Software Solutions; Bengaluru; On-site; INR 600,000 - 900,000; Full time

Job summary

Lumine Software Solutions in Bengaluru, India, seeks a capable IT Support/Operations engineer to manage day-to-day customer system operations and handle incidents, problems, and changes with SLAs in mind. You will work with customer helpdesks and other infrastructure teams, mentoring Level 1, and actively monitor platforms for stability.

The role emphasizes troubleshooting complex issues, good Linux skills, and strong shell/Python knowledge, with Kubernetes/DevOps exposure considered a plus.

Qualifications

• Good Linux skills as a baseline requirement.
• Strong shell scripting and Python knowledge.
• Familiarity with SMTP/POP/IMAP, TCP/IP and DNS protocols.
• Experience troubleshooting complex customer issues in a support/managed services context.
• Excellent verbal and written communication skills.

Responsibilities

• Manage day-to-day operations of customer systems and incident handling.
• Provide incident, problem and change management for large managed services customers.
• Respond to and resolve tickets within contracted SLAs; communicate updates through ticket lifecycle.
• Develop strong relationships with customer helpdesk and infrastructure teams.
• Mentor Level 1 Support and provide knowledge transfer.
• Proactively monitor platforms to ensure optimal operation.
• Participate in problem management to identify underlying issues and prevent recurrences.

Skills

SMTP

POP

IMAP

TCP/IP

DNS protocols

Troubleshooting experience

Customer communication skills

Linux

Shell scripting

Python

Tools

Kubernetes

SQL

DevOps concepts

Programming knowledge

Job description

Responsibilities

• Manage the day-to-day operations of customer systems,


• providing Incident,


• Problem and Change Management activities for large Managed Services Customers to ensure a high level of Customer satisfaction and adherence to SLAs. Respond to and resolve tickets created by Customer representatives, within contracted SLAs,


• communicating updates through the life of the ticket


• Develop strong working relationships with customer helpdesk and other infrastructure support teams


• Provide knowledge and mentoring to Level 1 Support team


• Proactive monitoring and management of the platform to ensure optimal operation


• Participate in Problem Management activities,


• identifying underlying common issues and preventing issues before they occur

Skills and Qualifications

• Knowledge of SMTP, POP, IMAP, TCP/IP, DNS protocols.


• Experience in troubleshooting and fixing technically challenging customer issues


• Good oral and written communication skills

Must have -

• Good Linux skills


• Good shell and Python knowledge.

Good to have -

• SQL knowledge


• Any programming knowledge/experience


• Kubernetes knowledge


• DevOps technologies background/experience