DevOps Engineer

Job Title: Sr. Telco Support Engineer (L3 Support)

Location: India Pune

Reports To: Manager of L3 Support, Application Deployment & DevOps

About Telna

Telna provides Mobile Network Operators (MNOs), Communication Service Providers (CSPs), and Original Equipment Manufacturers (OEMs) with a fully managed global cellular connectivity platform. With access to the largest 2G5G and LTE-M coverage from over 800 radio network operators300 of which are direct partnersacross 200 countries, Telna empowers seamless, high-performance connectivity worldwide.

Our global multi-network connectivity platform simplifies integration, offering localized break-out capabilities via cloud infrastructure. With a single integration into Telnas platform, millions of devices are powered by resilient, multi-network connectivityenabling a wide array of innovative cloud-based solutions.

What Were Looking For

We are looking for a highly skilled Telco L3 Support Engineer to join our L3 Support team. This role is responsible for handling complex technical escalations, resolving high-severity incidents, and driving root cause analysis and permanent fixes across telecom services and network platforms. The L3 Engineer acts as the final technical escalation point for L1/L2 support and works closely with internal engineering teams, vendors, and external partners to ensure service stability and performance.

Key Responsibilities

• Own and resolve complex customer-impacting incidents (L3 escalations) across telecom OSS/BSS services.
• Provide technical leadership during P1/P2 outages, ensuring rapid restoration and clear communication.
• Perform advanced troubleshooting using logs, traces, KPIs, and monitoring tools to isolate faults.
• Conduct deep root cause analysis (RCA)
  
  and produce clear documentation with corrective and preventive actions.
• Drive permanent fixes in collaboration with Engineering, Product, Network, and Operations teams.
• Serve as the escalation point for L1/L2 Support and provide guidance, training, and structured troubleshooting procedures.
• Maintain and enhance knowledge base articles, runbooks, and troubleshooting guides.
• Support change management activities and recommend improvements in monitoring, alerting, and operational tooling.
• Signaling protocols and troubleshooting of SS7 / MAP / CAP (e.g., SMS delivery failures, roaming attach/auth issues), and Diameter (e.g., S6a/S6d, Gy/Gx-related failures, policy/auth issues).
• Participate in an on-call rotation, with the ability to promptly log in remotely and join incident triage sessions within minutes during on-call shifts.

Required Qualifications

Technical Skills

• Strong understanding of telecom networking and service operations
• Strong hands-on experience troubleshooting: SS7/MAP , Diameter
• Solid Linux skills (logs, networking, system troubleshooting).
• Experience with packet capture and analysis tools (Wireshark/tcpdump).
• Familiarity with monitoring and log platforms (e.g., Datadog, Grafana, Kibana/ELK, Prometheus, Splunk or equivalents).

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Experience

• 37+ years in Telecom Support / NOC / Core Network / Service Assurance roles.
• Proven experience handling L3 escalations and major incidents in production environments.

Soft Skills

• Strong communication skills with ability to explain complex issues clearly.
• Ability to work under pressure during outages and lead technical resolution.
• Highly organized and process-driven (incident handling, RCA writing, documentation).

Nice to Have

• Experience with LTE/5G core, roaming hubs, signaling gateways (STP/DRA), HLR/HSS/UDM.
• Multi-IMSI provisioning/management experience in MVNO/MNO environments.
• Scripting/automation skills (Python/Bash).
• ITIL knowledge or experience with incident/change management processes.
• Exposure to cloud-based telecom deployments (Kubernetes, AWS/Azure/GCP).

Why Join Us

• Contribute to the advancement of cutting-edge telecom technologies and infrastructure
• Collaborate with a diverse, experienced, and multicultural team of engineers and industry professionals
• Enjoy a flexible work environment with some remote work options
• Receive a competitive salary and comprehensive benefits package
• Grow your career through professional development opportunities and technical training