We are looking for an experienced L2/L3 Support Engineer to join our project team, providing comarch development experience with advanced technical support for a large-scale Inventory Management Ecosystem (IME) based on Comarch. You will be responsible for triaging, diagnosing, and resolving complex incidents across resource inventory, service orchestration, configuration management, and data integration domains, ensuring platform stability and service continuity for our client operations.
* Provide L2/L3 support for the network inventory and service management platform, including troubleshooting of physical and logical resource objects such as cables, hardware, and GIS/address data.
* Investigate and resolve incidents related to service catalogue management, service orchestration, and lifecycle management for both customer-facing and resource-facing services.
* Support configuration management activities including analysis of technology domains, interface configurations, and connectivity modelling for active and passive network elements.
* Diagnose and resolve data integration failures, including issues with API orchestration calls between the Common Data Model (CDM) and the platform, ensuring accurate object creation and updates.
* Collaborate with L1 support teams, escalating unresolved issues and providing detailed incident documentation, root cause analyses, and resolution notes.
* Liaise with platform vendors and third-party teams where required to progress and resolve complex technical issues within agreed SLAs.
* Contribute to the creation and maintenance of knowledge base articles, runbooks, and support documentation to improve team efficiency and first-time resolution rates.