Job Description

Required Travel :No Travel

Managerial - No

Location: :India- Gurgaon (Amdocs Site)

Who are we?

Amdocs helps the world’s leading communications and media companies deliver exceptional customer experiences through reliable, efficient, and secure operations at scale. We provide software products and services that embed intelligence into how work runs across business, IT, and network domains –delivering measurable outcomes in customer experience, network performance, cloud modernization, and revenue growth. With our talented people, and more than forty years of experience running mission-critical systems around the globe, Amdocs runs billions of transactions daily. Our technology is relied on every day, connecting people worldwide and advancing a more inclusive, connected world. Together, we help those who shape the future to make it amazing. Amdocs is listed on the NASDAQ Global Select Market (NASDAQ: DOX) and reported revenue of $4.53 billion in fiscal 2025. For more information, visit www.amdocs.com

At Amdocs, our mission is to empower our employees to 'Live Amazing, Do Amazing' every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world.

In one sentence

We are looking for an experienced L2 Production Support Engineer specializing in Order Management / OSS/BSS to manage complex production issues, troubleshoot order-management workflows and integrations, perform root cause analysis, and improve system reliability and operational efficiency.

The candidate will work closely with L1 support, development, infrastructure, database, integration, security, and business teams to resolve incidents within SLA and implement permanent corrective actions.

What will your job look like?

• Provide L2 production support for Order Management and associated OSS/BSS components.
• Troubleshoot complex order failures, stuck orders, orchestration/provisioning failures, and integration errors.
• Analyze the complete order lifecycle and identify failure points across upstream/downstream systems.
• Troubleshoot Order Management integrations with CRM, Product/Order Catalog, Provisioning, Billing, Inventory, Mediation, and other OSS/BSS platforms.
• Analyze application logs, database records, middleware/API transactions, and system events.
• Investigate message/API failures, timeouts, queue backlogs, and integration issues.
• Perform SQL-based data analysis and corrective actions where appropriate.
• Troubleshoot application services in Linux/Unix environments.
• Analyze performance, resource utilization, connectivity, and application errors.
• Perform RCA for recurring incidents and production failures; implement permanent fixes and preventive measures.
• Support deployments, upgrades, patches, configuration changes, and post-deployment validation.
• Collaborate with development teams to identify defects and provide technical evidence.
• Work with infrastructure/network/security teams on OS, network, firewall, SSL/TLS, DNS, and connectivity issues.
• Automate operational and troubleshooting activities using Shell/Python or other scripting languages.
• Develop and maintain operational scripts, monitoring checks, and health-check utilities.
• Support monitoring and alerting improvements for Hansen Order Management.
• Participate in Problem, Change, and Major Incident Management.
• Support capacity planning, availability improvements, backup/recovery, and disaster recovery.
• Review L1 escalations and improve SOPs/runbooks to reduce recurring incidents.
• Provide technical guidance and mentoring to L1 support engineers.
• Participate in 24x7 support/on-call rotation as required.

Technical Skills

• Strong hands-on experience with Hansen Order Management / Hansen OSS/BSS.
• Enhanced team productivity and engagement.
• Decision-making and people development.
• Strong understanding of telecom OSS/BSS architecture and Order Management workflows.
• Good understanding of order capture/validation, decomposition, orchestration, fulfillment, lifecycle/status management, provisioning, product/catalog integration, and customer/order management.
• Strong troubleshooting experience across integrated OSS/BSS platforms.
• Strong Linux/Unix administration and troubleshooting skills.
• Good SQL/database troubleshooting skills.
• Complex troubleshooting, RCA, permanent fixes, and reliability improvement.
• Investigate complex issues, including P1/P2 incidents and recurring failures.
• Strong Shell/Python scripting skills.
• Analyze the complete order lifecycle and identify cross-system failure points.
• Good understanding of REST APIs, HTTP/HTTPS, XML, JSON, web services, and middleware.
• Hands-on experience with application logs and monitoring tools such as ELK, Splunk, Dynatrace, Grafana, or Prometheus.
• Understanding of Docker/Podman and containerized environments is preferred.
• Good knowledge of CI/CD concepts/tools such as Jenkins, GitLab CI, GitHub Actions, or Azure DevOps.
• Strong understanding of DNS, load balancers, firewalls, TCP/IP, and SSL/TLS.
• Knowledge of security practices and vulnerability management.
• Understanding of ITIL processes, including Incident, Problem, Change, and Service Management.

All you need is...

Experience

• 7-12 years of Experience years of experience in production/application support & 15 years of full-time education
• Strong experience supporting OSS/BSS and telecom applications.
• Hands-on experience with Hansen Order Management is strongly preferred.
• Experience in complex, high-availability production environments.
• Experience handling P1/P2 incidents and working within defined SLAs.
• Experience performing RCA and implementing permanent fixes.
• Experience working in 24x7 production support/on-call environments.
• Leadership & Ownership: Takes end-to-end ownership and drives the team toward defined goals.
• Team Management: Guides, motivates, and supports team members while ensuring effective workload distribution.
• Technical/Functional Expertise: Provides hands-on guidance and supports troubleshooting and decision-making.
• Stakeholder Management: Coordinates effectively across business, development, operations, and other dependent teams.

Key Competencies

• Strong analytical and troubleshooting skills.
• Ability to investigate complex cross-system issues independently.
• Strong ownership of production incidents and problems.
• Ability to work under pressure during major incidents.
• Strong collaboration with development, infrastructure, database, network, security and business teams.
• Good technical documentation and communication skills.
• Ability to mentor L1 engineers and drive continuous operational improvements.

Open to work in 24/7 environment including rotational & night shift

Why you will love this job:

• The chance to serve as a specialist in software and technology.
• You will take an active role in technical mentoring within the team.
• We provide stellar benefits from health to dental to paid time off and parental leave!

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce