Software Engineer II

Overview Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider.

A “Great Place To Work® Certified™” company, Prodapt employs over 6,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.

Responsibilities

• Requirement Analysis: Participate in requirement walkthroughs with clients and business stakeholders to understand and provide technical solutions. Clarify technical questions and analyze feasibility and complexity. Identify dependencies and constraints for implementation.
• Incident Response: Respond to and resolve operational issues and incidents in a timely manner. Analyze root causes and implement solutions to prevent future occurrences. Escalate critical issues to senior engineers or management as needed.
• Automation and Scripting: Develop and maintain automation scripts to streamline routine tasks and improve operational efficiency. Implement automated monitoring, alerting, and response systems to enhance system reliability.
• Performance Optimization: Analyze system performance and implement optimizations to improve speed, efficiency, and scalability. Identify bottlenecks and recommend improvements to hardware, software, or processes.
• Collaboration: Work closely with development, network, and security teams to support new deployments, integrations, and system upgrades. Provide operational support for new projects and ensure seamless integration into existing systems.
• Documentation: Maintain detailed documentation of system configurations, processes, and procedures. Ensure that all operational activities are well-documented and accessible to relevant team members.
• Security and Compliance: Ensure that all systems and processes adhere to security policies and compliance requirements. Implement security best practices and assist in regular security audits and assessments.
• Continuous Improvement: Stay up-to-date with the latest industry trends, tools, and technologies. Proactively seek opportunities to improve system performance, reliability, and efficiency.
• Participate in Problem Management and Root Cause Analysis calls. Implement performance improvement tools/scripts to resolve recurring issues.
• Support and Troubleshooting: Provide support for users and other teams, troubleshooting technical issues and providing solutions. Assist with user training and education on new systems or processes.
• Travel and relocation possible to unanticipated client locations throughout the U.S. Domestic travel required approximately 5-10% of the time to various client sites.

Requirements

• Bachelor’s degree, or foreign equivalent, in Computer Science or a related field and 5 years of experience in the job offered or related occupation of Consultant, Software Engineer, or equivalent role.
• Prior experience must include 5 years of experience with:
• Java, .NET, C, C++, and SQL;
• Telecom O/BSS applications;
• Support cycle and production deployments;
• Troubleshooting issues, completing root cause analyses, and providing recommendations to implement the fix;
• Handling support tickets including automating repeated tasks, performing ticket management efficiencies (such as response time, resolution time, regular updates, and adherence to SLAs), and owning RCA submission for P1/P2 tickets within SLA;
• Providing Tier 2 (L2) support to customers by researching, diagnosing, troubleshooting issues, and resolving incidents and providing support for software bugs and other technical problems;
• Working in a client-facing role resolving technical production and maintenance issues;
• Providing 24X7 production support and maintenance activities across different shifts;
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams;
• Providing technical training and support to internal teams;
• Processing and building JSON and XML data;
• Communicating with stakeholders to provide status updates on issues and resolutions; and
• Maintaining detailed documentation of troubleshooting steps and issue resolutions.
• Travel and relocation possible to unanticipated client locations throughout the U.S.
• Domestic travel required approximately 5-10% of the time to various client sites.