Pelatro - Support Engineer - Telecom Systems

Job Title : Support Engineer

Location : Bangalore

Employment Type : Full-Time | 247 Rotational Shifts

About the Role :

We are looking for a proactive and technically skilled Support Engineer to join our operations team. The ideal candidate will be responsible for monitoring, troubleshooting, and supporting enterprise-grade telecom products deployed at customer environments. This role requires shift-based operations (including night shifts) to ensure 247 customer support and service availability.

Key Responsibilities :

- Monitor and manage system alarms, alerts, and job logs across multiple customer environments.

- Conduct preliminary investigation and root cause analysis for alerts following defined procedures and SLAs.

- Manage and acknowledge customer tickets through the support management system within agreed timelines.

- Work closely with Level 2 (L2) and Level 3 (L3) support teams by providing detailed logs and analysis for issue resolution.

- Coordinate with customer operations teams to ensure timely communication and status updates.

- Develop, modify, and maintain shell scripts to enhance monitoring and automation capabilities.

- Ensure system uptime and reliability through proactive checks, validations, and escalation management.

- Document technical findings, incident resolutions, and operational improvements.

Required Skills & Qualifications :

Education : Bachelors degree in Computer Science, Information Technology, or related field.

Experience : 110 years of hands-on experience supporting Telecom BSS/OSS systems or similar enterprise environments.

- Strong understanding of Unix/Linux systems and proficiency in Shell scripting.

- Good knowledge of RDBMS concepts (SQL, schema design, queries, troubleshooting).

- Familiarity with SDLC processes and Agile methodologies.

- Excellent communication, analytical, and problem-solving skills.

- Ability to manage multiple priorities under pressure in a 247 operational setup.

- Capability and willingness to upskill to L2/L3 support levels with deeper product and domain expertise.

Preferred Attributes :

- Prior experience in telecom domain operations or support for mission-critical systems.

- Exposure to ticketing tools such as JIRA, ServiceNow, or Remedy.

- Hands-on experience in log analysis and performance monitoring tools.

Work Schedule :

- 247 environment with rotational shifts (including night shifts).

- Each shift will be 9 hours, with periodic rotation across time zones.