Pelatro - Support Engineer - Telecom Systems

3 weeks ago

Bengaluru, India Pelatro Solutions Pvt Ltd Full time

Job Title : Support EngineerLocation : BangaloreEmployment Type : Full-Time | 247 Rotational ShiftsAbout 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. (ref:hirist.tech)

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