Job openings For L2 Support Lead-CSD_Bangalore(Telecom/Banking)

Pelatro Plc; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Pelatro Plc is seeking a senior L1/L2 support lead to manage a critical application and guide a team of support engineers. The role emphasizes delivering excellent customer experience, meeting SLAs, and coordinating with cross-functional teams including L3 and Engineering for issue resolution.

The ideal candidate will have strong Unix/Shell scripting skills, experience with Telecom BSS/OSS, and familiarity with microservices architectures.

Qualifications

• Experience leading L1/L2 support teams.
• Experience with telecom BSS/OSS solutions.
• Strong Unix and shell scripting skills.
• Solid understanding of RDBMS concepts.
• Exposure to microservices architecture.
• Experience managing teams of 5–10 members.
• Ability to handle customers across time zones.

Responsibilities

• Lead the L1/L2 support team for a critical application.
• Manage a team of support engineers to meet SLAs.
• Engage with customers as the first level of escalation.
• Deploy new releases of product/CRs as part of implementation support.
• Diagnose and close tickets within SLA.
• Ensure direct customer experience by coordinating with customer teams and vendors.
• Coordinate with L3 and Engineering for reporting and fixes.
• Provide periodic reports to senior management on ticket progress and RCAs.
• Manage customers across different time zones and regions.

Skills

Unix

Shell scripting

Telecom BSS/OSS

RDBMS

Hadoop/HBase

PostgreSQL

Microservices

Team leadership

SLAs

Customer engagement

Job description

OBJECTIVES of ROLE

• Prime responsibility of leading L1/L2 support team
• Accountability on direct customer experience.

RESPONSIBILITIES

/TASKS

• Responsible for leading the L1/L2 support role for a critical application.
• Managing a team of support engineers to under the SLA.
• Constant engagement with customers as the first level of escalation.
• Deployment of new releases of product/CRs as part of implementation support.
• Diagnose and close customer-raised tickets and internally identified issues within SLA.
• Take accountability of direct customer experience by engaging with various customer teams and external vendors.
• Constant interaction with L3 and Engineering support for reporting and fixing issues.
• Periodic reports to senior management about ticket progress and RCA and continual improvements.
• Able to manage customers in different time zones and regions.

SKILLS

• Very knowledge on Unix and Shell scripting
• 1015 year experience with Telecom BSS/OSS solution on L2/L3 or Support on lead roles.
• Good understanding of RDBMS concepts.
• Preferred knowledge on Hadoop/HBase/PostGreSQL
• Extensive experience of systems development including involvement in all major stages of software development projects.
• Good Knowledge and appreciation of systems development lifecycles and methodologies.
• Well established communication, presentation, motivational and inter-personal skills associated with person-management abilities.
• Thorough understanding, appreciation and analysis of the issues underlying systems development.
• Experience of the technical aspects of the relevant technologies, software and hardware, to be employed.
• Experience in managing a team of size 5-10 members.
• Candidate needs to have exposure to microservices based architecture