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

2. Professional Competencies

Desired Qualifications