FM L2 Engineer

The FM L2 engineer assure End-to-end fault/incident & problem management with main objective of resolution to SLA & OLA requirements. They solve the higher level of escalation in case of network incidents and are responsible for the resolution, analysis and expertise in case of complex faults that require deep procedural and technical knowledge .

• Independently performs OSS/SQM operations and maintenance activities, ensuring platform availability, performance, backups, housekeeping, data cleansing, installations, tuning, integration testing, documentation, and problem management.
• Analyzes service performance and configuration requirements, identifies root causes, and independently resolves recurring issues while providing appropriate technical recommendations.
• Coordinates end-to-end incident, problem, change, and risk management with MS teams, Nokia service groups, third-party organizations, and customers.
• Provides technical guidance, coaching, and on-the-job support to new team members and may act as a shift/team leader for 24x7 operations.
• Monitors service requests and change requests against agreed SLAs, prioritizes activities, and takes corrective actions or escalates resources when required to maintain service performance.

Must-have skills

• Bachelor's degree or equivalent, with at least 4 years of experience.
• Good expertise in OSS/SQM operations, maintenance, troubleshooting, and platform performance management.
• Hands-on experience in incident, problem, change, and risk management, including root-cause analysis and SLA adherence.
• Good knowledge of OSS/SQM software, hardware, backups, data administration, integration testing, and application performance tuning.
• Good coordination and communication skills with MS teams, customers, third-party vendors, and cross-functional teams.

Good - To - Have skill

• Experience in 24x7 operations, shift leadership, team coordination, and on-the-job coaching.
• Knowledge of CMDB, data cleansing, OSS/SQM documentation, and service configuration management.
• Experience with service monitoring, KPI/performance analysis, and preventive maintenance.
• Strong skills in process improvement, technical documentation, and standardized procedures/checklist implementation