Senior Support Engineer (L2L3 Operations)

Our client in the Telco sector is seeking a Senior Support Engineer (L2/L3 Operations) on a contract duration of 6 months.

Role Purpose

The Senior Support Engineer is responsible for providing advanced (L2/L3) operational support across enterprise data platforms APIs analytics systems and digital services. The role ensures rapid incident resolution deep technical troubleshooting and root-cause analysis across production environments supporting DataCos data products ML systems and customer-facing applications. The role plays a critical part in maintaining service stability minimizing downtime and ensuring operational excellence.

Key Responsibilities

• Provide L2 and L3 technical support for incidents across data platforms APIs applications and analytics services.
• Perform deep root-cause analysis (RCA) of complex production issues across distributed systems and cloud environments.
• Monitor investigate and resolve incidents related to data pipelines APIs dashboards and platform services.
• Collaborate with Cloud Engineers Platform Engineers Big Data Engineers and MLOps Engineers to restore services quickly.
• Manage incident lifecycle including triage escalation resolution and post-incident reporting.
• Identify recurring issues and work with engineering teams to implement permanent fixes and improvements.
• Support operational readiness including release validation and production deployment checks.
• Maintain knowledge base articles runbooks and operational documentation.
• Participate in on-call rotations and ensure timely response to critical production incidents.
• Track system performance availability and reliability metrics in collaboration with SRE and Infrastructure teams.
• Ensure compliance with operational processes security standards and change management procedures.
• Contribute to continuous improvement of monitoring alerting and support processes.

Qualifications & Experience

• Bachelors degree in Information Technology Computer Science Engineering or related discipline.
• 510 years experience in IT support technical operations or production support roles.
• Strong experience in L2/L3 incident management and troubleshooting in complex environments.
• Experience supporting cloud-based platforms (Azure AWS or GCP).
• Strong understanding of APIs distributed systems data pipelines and enterprise applications.
• Experience with monitoring tools (e.g. Azure Monitor Prometheus Grafana Splunk or similar).
• Strong scripting or technical skills (Python Bash PowerShell or similar) is advantageous.
• Experience in data-driven or telecommunications environments is preferred.
• ITIL certification or equivalent operational framework knowledge is beneficial.

Key Competencies

• Incident management (L2/L3 support)
• Root cause analysis (RCA)
• Production troubleshooting
• Cloud platform operations
• Monitoring and observability
• API and system diagnostics
• Data and application support
• Communication and escalation management
• Problem-solving under pressure
• Operational discipline and documentation

Required Experience:

Senior IC

Employment Type : Contract
Experience: years
Vacancy: 1