Manager-CSD

Pelatro Plc; Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Pelatro Plc in Bengaluru invites an experienced L1/L2 Support Lead to manage a critical application support team. You will own the end-to-end ticket lifecycle, ensure SLA adherence, and drive rapid resolution with cross-functional teams.

The role requires 10–15 years in Telecom BSS/OSS, strong Unix/Shell scripting, and proven people management of 5–10 engineers across time zones. You will mentor the team, report progress to senior management, and implement continuous service improvements.

Qualifications

• Proven experience leading a support team in telecom OSS/BSS environments.
• Strong Unix and shell scripting skills.
• Understanding of RDBMS concepts and related queries.

Responsibilities

• Lead the L1/L2 support role for a critical application.
• Manage a team of 5-10 engineers to meet SLA.
• Engage with customers as first level of escalation and coordinate with L3/Engineering.

Skills

Unix and Shell scripting

Telecom BSS/OSS lead experience

RDBMS concepts

Hadoop/HBase/PostGreSQL

Systems development lifecycle

Communication & people management

Team leadership 5-10

Microservices exposure

Job description

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

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
• 10–15 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