Software Engineer

Position: Software Engineer -Telephony & Sap Support
Location: Pune
Experience: 2 to 4 Years
Role Summary
Responsible for end-to-end operational support of Telephony
and SAP environments, ensuring availability, incident resolution, security,
vendor coordination, automation and continuous improvement.
Roles & Responsibilities
·
Manage Telephony/Calling platform operations
including IVR, DID, routing, campaigns, CDR and call recordings.
·
Troubleshoot calling, connectivity,
voice-quality, portal and recording issues and coordinate with vendors.
·
Support SAP Basis/SAP HANA operations including
access, authorization, TR movement, certificates, connectivity and server
availability.
·
Support SAP integrations/connectors, backups,
restore/clone activities and production/QAS environments.
·
Manage incidents, problems, changes, RCA, SLA
tracking and critical escalations.
·
Coordinate with vendors and application teams
for issue resolution, upgrades, migrations and implementations.
·
Maintain monitoring, alerts, SOPs, runbooks and
operational documentation for critical services.
·
Support security, PAM/access controls, audits
and compliance requirements.
·
Identify and implement automation opportunities
using scripting/Ansible/Python to reduce manual effort.
AI & GenAI Responsibilities
·
Identify and implement AI/GenAI use cases for incident
triage, troubleshooting and operational automation.
·
Use GenAI for incident summarization, RCA
preparation, knowledge search and creation of operational reports.
·
Explore AI-based alert correlation, anomaly
detection and predictive monitoring for Telephony and SAP.
·
Develop/support an AI-powered operations
assistant using enterprise knowledge, logs, tickets and monitoring data.
·
Ensure responsible AI usage with data privacy,
access control, human validation and security governance.
Key Skills
·
Telephony/Contact Center and SAP Basis/SAP HANA
support experience.
·
Incident, Problem, Change, SLA and Vendor
Management.
·
Monitoring, troubleshooting, Linux/Windows and
cloud infrastructure basics.
·
Scripting/automation with Python, Shell,
PowerShell or Ansible.
·
Understanding of AI/ML, GenAI, LLM, RAG and
prompt engineering.
Key KPIs
·
SLA and service availability; reduction in MTTR
and recurring incidents.
·
Monitoring coverage, automation and
operational-efficiency improvements.
·
Vendor performance, audit compliance and
successful AI/GenAI use cases.

Experience
3 - 4 Years

Employment type
Confirmed

Work arrangement
No