L1 and L2 Support Engineer MVNO

Role & responsibilities for L1 Support Engineer:

• Provide first-level technical support for MVNO operations including mobile voice, data, SMS, VAS, and roaming services.
• Monitor network alarms, service performance, and incident management systems.
• Troubleshoot and resolve customer-reported and system-generated issues within defined SLAs.
• Escalate incidents to L2/L3 teams, vendors, or network partners as required, ensuring proper documentation.
• Perform initial log analysis, health checks, and validation of fixes provided.
• Work with OSS/BSS systems, SIM provisioning platforms, and mediation systems.
• Maintain knowledge base, runbooks, and shift handover documentation for seamless operations.
• Support change management activities by performing pre/post checks and basic validations.

• Collaborate with cross-functional teams (Customer Care, Billing, IT, and Network Operations).

• Provide timely updates to stakeholders and ensure high availability of MVNO services.

Role & responsibilities for L2 Support Engineer:

• Act as second-line support for incidents escalated from L1, focusing on mobile voice, data, SMS, VAS, and roaming services.
• Perform root cause analysis (RCA) for recurring or critical issues and provide permanent fixes.
• Manage and resolve complex incidents within SLA and provide timely status updates to stakeholders.
• Perform detailed log analysis, protocol tracing (SS7, SIP, Diameter, GTP, etc.), and system health checks.
• Coordinate with L3 teams, OEMs, network operators, and vendors for solution implementation.
• Provide guidance and knowledge transfer to L1 engineers through training, SOPs, and troubleshooting guides.
• Support service activations, migrations, and new feature rollouts in coordination with engineering and operations teams.
• Ensure high availability, stability, and performance of MVNO systems and platforms.

• Participate in change management validating changes, performing pre/post checks, and rolling back if necessary.

• Maintain accurate documentation for incidents, problems, configurations, and fixes.

Preferred candidate profile for L1 Support Engineer:

• 4 to 6 years of experience in telecom operations support, preferably with MVNO/MNO environments.
• Exposure to OSS/BSS platforms, SIM provisioning, IN (Intelligent Network), billing systems, and mediation.
• Hands-on experience with ticketing tools (e.g., JIRA, Remedy, ServiceNow) and monitoring tools (e.g., Nagios, Zabbix, SolarWinds).
• Familiarity with APNs, subscriber provisioning, SIM lifecycle, and number portability processes.
• Good knowledge of incident, problem, and change management processes (ITIL framework).
• Strong analytical and troubleshooting skills with a customer-centric approach.

• Excellent communication skills (verbal and written).

• Willingness to work in 24x7 shifts including weekends and holidays.

• Certification in ITIL Foundation or equivalent.

• Experience with MVNO onboarding, interconnect testing, or roaming operations.

• Basic SQL/Unix/Linux command-line skills for log analysis.

• Preferred candidate profile for L2 Support Engineer:

• 4 to 6 years of telecom operations experience with focus on MVNO/MNO environments.

• Strong hands-on experience with OSS/BSS systems, SIM provisioning, IN (Intelligent Network), billing, and mediation platforms.
• Practical experience with protocol analyzers, tracing tools, and log analysis.
• Familiarity with SQL databases, Unix/Linux systems, and scripting for automation.
• Good understanding of network elements such as HLR/HSS, MSC, STP, PCRF, PGW, SGW, and MME.
• Strong problem-solving skills with ability to work under pressure in high-severity scenarios.

• Excellent communication and stakeholder management skills.

• Willingness to work in rotational shifts (24x7 operations).

• Certification in ITIL, CCNA/CCNP (or equivalent), or telecom domain certifications.

• Experience with VoLTE, VoWiFi, and 5G readiness activities.

• Exposure to cloud-native telecom platforms (OpenStack, Kubernetes, NFV/SDN).