Telecom Application Support Engineer (L2/L3)

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 59 countries to navigate their digital transformation. With over four decades of experience managing complex enterprise environments, we help organizations modernize their technology landscapes and accelerate digital innovation. Our approach combines deep industry expertise with cloud, data, and AI capabilities to deliver resilient, future‑ready solutions.

About the Role

We are looking for an experienced Telecom Application Support Engineer (L2/L3) to join our operations team supporting mission-critical telecom service assurance and network visibility platforms. In this role, you will be responsible for maintaining highly available production environments, troubleshooting complex network and application issues, and ensuring service excellence through proactive monitoring, automation, and continuous improvement.

You will collaborate closely with telecom operations teams, infrastructure engineers, and OEM vendors while supporting business-critical services in a 24x7 operational environment.

This is a fixed‑term (approx. 5 months) full‑time hybrid position based in Helsinki, Finland, starting as soon as possible.

Key Responsibilities

• Provide Tier 2 and Tier 3 application support for production environments.
• Manage incidents, problems, changes, and production deployments in accordance with ITIL best practices.
• Support application transition activities and ongoing steady-state operations.
• Monitor service availability and ensure compliance with SLA and KPI targets.
• Participate in SOX compliance activities and operational governance.
• Develop dashboards, automation, and process improvements to enhance operational efficiency.
• Coordinate activities between onsite and offshore teams.
• Participate in a 24x7 on-call support rotation.

Technical Responsibilities

• Network Packet Broker Administration
• Administer and support NetScout and Cisco Network Packet Broker infrastructure.
• Configure packet aggregation, filtering, replication, and load-balancing policies.
• Perform packet path analysis and traffic engineering.
• Troubleshoot packet visibility and monitoring issues.

Telecom Network Monitoring

• Ensure continuous traffic delivery to monitoring, analytics, SIEM, and APM platforms.
• Monitor network performance and identify traffic anomalies.
• Support network visibility initiatives across telecom environments.
• Investigate packet flow issues and service degradation.

Telecom Signaling & Traffic Analysis

• Analyze and troubleshoot telecom signaling flows.
• Support EPC/Core Network traffic analysis.
• Work with network TAP infrastructure and traffic collection environments.
• Support telecom service assurance activities and root cause investigations.

Network Infrastructure Management

• Configure and troubleshoot routing and switching environments.
• Support firewall, filtering, and load-balancing configurations.
• Manage traffic aggregation and GRE tunnel termination scenarios.
• Perform impact analysis for infrastructure changes.

Incident & Operational Management

• Resolve production incidents and service requests.
• Participate in root cause analysis and problem management activities.
• Coordinate with telecom operations teams and OEM vendors.
• Maintain technical documentation and operational procedures.
• Participate in change management and release activities.
• Produce SLA and KPI reporting.

Required Qualifications

• Bachelor's degree or foreign equivalent from an accredited institution, or equivalent combination of education and progressive professional experience.
• Minimum 4 years of experience in Application Support and Maintenance (Tier 2/Tier 3).
• Strong experience with: Incident Management, Problem Management, Change Management, Production deployments, Batch job management, SLA and KPI management, Application transition and steady-state support, Dashboard development, automation, and operational simplification, SOX compliance activities

Preferred Skills

• Experience within the telecommunications industry.
• Strong understanding of telecom network architecture and service assurance platforms.
• Hands-on experience with: NetScout solutions, Cisco Network Packet Brokers, Telecom signaling, Performance Monitoring and Network Analytics, SIEM and APM integrations, GRE and VXLAN traffic handling
• Familiarity with Linux, Python, and Shell scripting is considered an advantage.
• Good understanding of ITIL Incident, Problem, and Change Management processes.

Interested? Please submit your application and CV along with your salary request in English as soon as possible. We will start the screening and interviewing process already during the application period. If you have questions related to this position, please contact Recruitment Consultant Hannele Miettinen by email hannele.miettinen(at)staffpoint.fi

Please note, that we do not accept applications via email or LinkedIn due to GDPR regulations. All applications should be submitted through our website.