L3 Support Engineer, Order Management & Provisioning

Budget: 55 lahks INR

Role Summary
The Functional Lead will oversee operational excellence for order management and provisioning systems, with responsibility for incident leadership, problem management, architecture review, and cross-team technical collaboration. This is a hands-on leadership position requiring deep technical expertise, strong analytical skills, and the ability to guide teams through high-severity incidents.
You will serve as the primary technical authority for the order-to-activate domain, working closely with engineering, product, and operations teams to drive stability, reliability, and continuous improvement across mission-critical BSS platforms.

Key Responsibilities
Lead resolution of the most severe, complex production incidents affecting order flows, activation processes, and provisioning systems.
Own the end-to-end incident lifecycle, including escalation handling, stakeholder communication, and post-incident analysis.
Prioritize incidents based on customer impact, revenue implications, and operational risk.
Drive the problem‑management function, ensuring systemic issues are identified and permanently addressed.
Guide the team in conducting deep technical investigations, including log analysis, API behavior review, microservices debugging, and database examination.
Identify architectural or integration flaws and recommend actionable technical improvements.
Design and oversee advanced temporary workarounds and data corrections to restore system integrity and ensure accurate billing.
Lead the development of proactive monitoring frameworks, including APM, infrastructure metrics, and synthetic transactions.
Drive automation initiatives across operational tasks, diagnostics, and routine maintenance.
Provide mentorship and technical leadership to L1 and L2 engineers, raising the overall capability of the team.
Manage incident backlogs, define KPIs, and execute plans to improve operational performance.
Conduct performance evaluations, 1:1 coaching, and professional development for team members.
Act as the technical SME for all matters related to order management and provisioning flows.
Collaborate extensively with engineering, product, operations, and network teams to drive architectural improvements.
Represent the BSS Operations function in design reviews, technical planning sessions, and strategic discussions.
Establish strong standards for documentation, runbooks, and advanced troubleshooting material.
Write and review post-mortem reports and ensure follow-through on corrective actions.
Participate in a leadership-level 24/7 on‑call rotation and personally engage in high-priority escalations.
Maintain a hands-on approach to solving complex technical challenges—leading not only through delegation but through direct involvement.
Mandatory Qualifications
1. Experience & Education
8–10 years of experience in a senior technical role (Senior Engineer, Technical Lead, L3 Support Engineer, etc.), ideally within telecommunications or large-scale digital services.
5+ years of hands-on Java development experience, including microservices, distributed systems, or event-driven architectures.
Extensive experience with telecom BSS order management, including solution design, system integration, and production operations.
Strong expertise with No

SQL (preferably Couchbase) and SQL databases, including data modeling, performance tuning, cluster operations, and production troubleshooting.
Demonstrated experience with Dev Ops tooling such as Ansible, CI/CD pipelines, Docker, Kubernetes, etc.
Proven leadership experience mentoring engineers or leading technical teams.
Strong background in conducting RCAs, identifying systemic failures, and leading long-term preventative initiatives.
Hands-on experience collaborating across engineering, product, and operations teams.
Bachelor's degree in Computer Science, Information Technology, or related field.

Experience with ITSM processes and ticketing systems (e.g., Service Now, Jira).
2. Professional Competencies
Exceptional problem-solving skills, capable of resolving extremely complex technical issues under time pressure.
Strong communication skills, able to translate technical concepts for diverse audiences.
Quick learner who adapts to rapidly changing technologies and environments.
Deep customer-centric mindset with a strong sense of ownership for production stability.
Desired Qualifications
Experience working with clients or stakeholders in highly regulated or enterprise environments.
Strong organizational, planning, and prioritization skills.
Knowledge of industry standards related to telecommunications or large-scale IT systems.
Ability to drive initiatives both independently and collaboratively.
Demonstrated commitment to continuous professional development.