Job Description – Netcracker OCS L2 Support Analyst

Experience: 6–8 Years

Location: Noida/Pune/Bangalore (24x7 Shift Support)

Job Summary

We are seeking an experienced Netcracker Online Charging System (OCS) L2 Support Analyst to provide production support for mission-critical telecom charging platforms. The role involves monitoring production environments, troubleshooting complex incidents, analysing Diameter traffic, supporting prepaid charging services, and ensuring SLA compliance while working closely with L1, L3, and vendor teams. Familiarity with telecom BSS/OSS and production support processes is essential.

Key Responsibilities

• Provide L2 production support for Netcracker OCS and related charging applications.
• Monitor application health, services, alarms, and system performance using monitoring tools.
• Perform incident analysis, troubleshooting, root cause analysis (RCA), and service restoration within SLA.
• Analyse Diameter (Gy/Ro) CCR/CCA transactions and charging failures.
• Investigate customer-impacting issues using application logs, Graylog/Splunk, Unix logs, and database queries.
• Execute operational activities including application start/stop, health checks, cache refresh, and configuration validation.
• Support prepaid charging, balance management, voucher processing, recharge, and rating scenarios.
• Validate interfaces with CRM, Billing, Mediation, PCRF/PCF, IN, and external APIs.
• Perform SQL queries for production analysis and data validation.
• Coordinate with L3, development, infrastructure, and vendor teams for major incident resolution.
• Participate in change implementation, deployment validation, and post-deployment verification.
• Prepare RCA reports, operational documentation, SOPs, and knowledge articles.
• Support 24×7 production operations through rotational shifts and on-call activities.

Required Technical Skills

• Strong knowledge of Netcracker Online Charging System (OCS).
• Telecom BSS/OSS domain with prepaid/postpaid charging concepts.
• Diameter protocols (Gy, Ro, Gx) and online charging flows.
• Linux/Unix administration and shell scripting basics.
• SQL (Oracle/PostgreSQL/MariaDB) for troubleshooting.
• Log analysis using Graylog, ELK, Splunk, or similar tools.
• REST/SOAP APIs, JSON/XML payload analysis.
• Incident, Problem, Change, and Release Management (ITIL).
• Understanding of application architecture, microservices, and integration flows.

Preferred Skills

• Netcracker Revenue Management (NRM) knowledge.
• Kubernetes, Docker, OpenShift, or cloud environments.
• Jenkins and CI/CD deployment exposure.
• Kafka, Tibco, or MQ integration.
• Monitoring tools such as Grafana, Prometheus, Zabbix, or AppDynamics.
• Telecom protocols such as SMPP, HTTP, and Diameter.

Qualifications

• Bachelor’s degree in computer science, Information Technology, Electronics & Telecommunications, or equivalent.
• 3–8 years of experience in telecom production support.
• ITIL Foundation certification is an advantage.
• Exposure to Netcracker Telecom BSS products is highly desirable.

Key Competencies

• Strong analytical and troubleshooting skills.
• Excellent incident management and RCA capabilities.
• Ability to work under pressure in critical production environments.
• Effective communication and stakeholder management.
• Customer-focused with strong ownership and accountability.
• Willingness to work in 24×7 rotational shifts.