India Openings with
SourceFuse

Job Information:

Work Experience: 4+ Years
Industry: IT Services
Job Type: FULL TIME
Location: Mohali, India

Role Overview:

SourceFuse is hiring a Project Manager for its team in India. The incumbent shall execute and maintain project management processes and disciplines in the areas of: project schedule, risk/issue management, human resource management, cost management, quality management and communication management.

Education:

• B Tech/B.SC (IT/ CS) or BCA with MBA preferred. 
• Graduate or Post Graduate in Computers / Electronics.
• Project management qualifications or experience is additional. 
• At least 65% score in school and 60% in higher education.

Key Responsibilities:

• Interfacing with clients for requirements discussions and status reporting.
• Understanding requirements and creating SRS docs.
• Suggesting technology landscape and creating solution definition document.
• Plan, execute and track complete software development lifecycle. 
• Organising and managing all phases of the project to ensure on-time completion.
• Interface with development, design and quality assurance teams.
• Determine and define clear deliverables, roles and responsibilities for team members. 
• Guides and coaches the Scrum Team on how to use Agile practices and principles to deliver high quality products and services to our customers. 
• Contributes to the advancement and improvement of Agile practices within the organization. 
• Facilitates and supports all scrum events: Sprint Planning, Daily Scrum, Sprint Review, and Sprint Retrospective.

Requirement:

• Candidate should have good hands-on experience in the development of web and mobile applications. 
• Expert in MS Office, Excel, and PowerPoint. 
• Familiarity with web technology trends and the evolution of the Internet.
• Excellent communication and spoken/written skills.
• Strong sense of personal accountability regarding decision-making and supervising development teams. 
• Demonstrated understanding of Project Management processes, strategies and methods. 
• Knowledge of an agile framework or method (i.e. Scrum, Kanban), or understanding of software development life cycle models as well as in-depth knowledge of traditional project management principles and practices. 
• Adept at refinement, story splitting, estimation, velocity, retrospection, and other Scrum techniques.

Location for Reporting:

This role is based at the Mohali office and requires full-time, on-site presence. Candidates are expected to work from the office on all working days. Please note that this is not a work-from-home position.

Job Information:

Work Experience: 4+ Years
Industry: IT Services
Job Type: FULL TIME
Location: Remote, India

Job Requirements:

SourceFuse is hiring a Project Manager for its team in India. The incumbent shall execute and maintain project management processes and disciplines in the areas of: project schedule, risk/issue management, human resource management, cost management, quality management and communication management.

Education:

• B Tech/B.SC (IT/ CS) or BCA with MBA preferred. 
• Graduate or Post Graduate in Computers / Electronics. 
• Project management qualifications or experience is additional. 
• At least 65% score in school and 60% in higher education. 

KRA’s:

• Interfacing with clients for requirements discussions and status reporting.
• Understanding requirements and creating SRS docs.
• Suggesting technology landscape and creating solution definition document.
• Plan, execute and track complete software development lifecycle. 
• Organizing and managing all phases of the project to ensure on-time completion.
• Interface with development, design and quality assurance teams.
• Determine and define clear deliverables, roles and responsibilities for team members. 
• Guides and coaches the Scrum Team on how to use Agile practices and principles to deliver high quality products and services to our customers. 
• Contributes to the advancement and improvement of Agile practices within the organization. 
• Facilitates and supports all scrum events: Sprint Planning, Daily Scrum, Sprint Review, and Sprint Retrospective.
• Fluent in Japanese language (speaking, as well as reading and writing kanji).
• Able to translate English to Japanese and vice versa.
• Very good communication skills; analytical and creative problem-solving skills.
• JLPT N1-N3 certification is preferred.

Job Information:

Work Experience: 4-5 Years
Industry: IT Services
Job Type: FULL TIME
Location: Noida, India

Role Overview:

The L1 Lead will oversee the daily operations of the Service Desk supporting the A2P SMS platform. This role involves leading a team of L1 engineers, managing incident flow, ensuring SLA adherence, acting as the first point of escalation, and coordinating with L2/L3 engineering teams. The Lead also ensures high-quality communication, process compliance, and continuous improvement of monitoring and ticket-handling practices.

Key Responsibilities:

Team Leadership & Operations Management:

• Lead a team of L1 Service Desk engineers across 24×7 rotational shifts.
• Manage shift rosters, attendance, handover updates, and ensure complete shift coverage.
• Provide mentoring, coaching, and on-the-job guidance to L1 team members.
• Conduct daily stand-ups to highlight incidents, ongoing issues, and priorities.

Incident, Request & Escalation Management:

• Ensure timely response, triage, and resolution of support tickets raised via phone, email, or monitoring alerts.
• Validate ticket quality before escalating to L2 engineers (complete logs, screenshots, summary, timelines,troubleshooting done).
• Act as the first point of escalation for high-severity or customer-impacting incidents.
• Monitor SLA, FTR (First Time Resolution), and response KPIs to maintain service quality.

Monitoring & Platform Oversight:

• Ensure continuous monitoring of applications, dashboards, alerts, and infrastructure health.
• Review alerts generated by monitoring tools (Viz: Grafana, ELK) and ensure quick L1 response and appropriate escalation to L2.
• Drive proactive monitoring practices to reduce incident recurrence.

Client Communication & Stakeholder Coordination:

• Serve as the primary communication bridge between L1 support and internal/external stakeholders during incidents.
• Prepare incident summaries, status updates, and shift reports with clear timelines and actions taken.
• Maintain professional, transparent, and timely communication with customers.

Process Compliance & Documentation:

• Ensure strict adherence to SOPs, runbooks, and ticket-handling guidelines.
• Identify gaps in procedures and propose improvements in coordination with engineering teams.
• Review and enhance Knowledge Base articles (internal & public).
• Drive the creation and continuous improvement of SOPs, ensuring updated workflows, best practices, and troubleshooting steps are proactively developed, reviewed, and implemented.

Reporting & Continuous Improvement:

• Generate daily/weekly operational reports on ticket metrics, SLA compliance, incident trends, and team performance.
• Identify recurring issues and collaborate with L2/L3 teams to drive problem management.
• Conduct periodic refresher training for L1 engineers on ticketing, communication, and troubleshooting skills.

Minimum Qualifications & Skills:

Technical Skills:

• Experience supporting mission-critical, high-availability platforms.
• Good understanding of REST APIs, basic networking concepts, Linux/Windows OS, and general application behavior.
• Familiarity with monitoring dashboards/tools & incident management systems (Jira, ServiceNow, etc.).
• Well-versed with the ITIL framework (Incident Management & Customer Communications, and Escalations).
• Ability to perform basic troubleshooting and guide the L1 team effectively.

Leadership & Soft Skills:

• Excellent written and verbal communication skills; fluency in English.
• Strong problem-solving and analytical thinking capability.
• Ability to take ownership, drive resolution, and make informed decisions in real time.
• Experience working autonomously and managing multiple incidents in a high-pressure environment.
• Ability to coordinate between L1 team, customers, and technical teams.
• Ensure strict adherence to Ticket SLAs through effective monitoring and timely action.
• Oversee incident detection and coordinate resolution efforts with L2 and L3 teams to minimise impact.
• Identify process gaps proactively and drive continuous improvements across Service Desk operations.
• Ensure accurate, timely, and transparent SLA reporting for internal and client stakeholders.
• Enhance overall ticket resolution quality and efficiency within the Global Service Desk team.
• Improvement in ticket resolution by the GSD Team.

Experience & Certification:

• 4–5 years of overall Service Desk / Application Support experience.
• Minimum 1–2 years in a Team Lead or Shift Lead role (mandatory).
• Experience managing 24×7 support operations preferred.
• ITIL v4 Certification (Preferred).
• Experience with SAAS applications.

Job Information:

Work Experience: 5+ Years
Industry: IT Services
Job Type: FULL TIME
Location: Bangalore/Indore, India

Role Overview:

We are seeking a highly motivated and experienced Open-Source Software (OSS) Support Engineer with a strong background in the Telecom domain to join our growing team. In this role, you will be responsible for providing technical support and guidance to our users and customers who are utilizing our open-source telecom software and related technologies. You will be a key contributor to ensuring user satisfaction, fostering a strong open-source community within the telecom space, and driving the adoption of our OSS solutions in the telecommunications industry.

Key Responsibilities:

Incident Management & Triage:

• Act as the first point of contact for all production incidents, alerts, and user-reported issues related to the Plan & Build [Site Manager, Procurement Manager, and Facility Manager application].
• Proactively monitor application performance, infrastructure health, and system alerts using monitoring tools.
• Perform initial diagnosis and root cause analysis (RCA) to quickly identify the source and scope of issues within a microservices architecture.
• Categorize, prioritize, and escalate incidents to appropriate internal teams (e.g., Network, Security, Firewall, Cloud, Infrastructure, Application Development, User Management) in a timely manner.

Troubleshooting & Resolution:

• Collaborate effectively with various technical teams to drive incident resolution, acting as a central coordinator.
• Skillfully diagnose and troubleshoot a wide range of customer issues, from basic inquiries about Site.
• Manager/Procurement Manager to more technical challenges observed within system framework.
• Utilize logs, monitoring dashboards, and diagnostic tools to pinpoint issues across different microservices and underlying infrastructure components.
• Document troubleshooting steps, findings, and resolutions accurately for knowledge base articles and future reference.

Communication & Stakeholder Management:

• Provide timely, clear, and professional communication to internal stakeholders and end- users regarding incident status, expected resolution times, and post-incident reports.
• Prepare and deliver comprehensive Root Cause Analysis (RCA) reports for critical incidents, outlining the problem, impact, resolution, and preventative measures.
• Act as a crucial bridge between engineering/technical teams and product/business teams, translating technical details into understandable business impacts and vice-versa.

SLA Adherence & Performance:

• Ensure all incidents are handled within agreed-upon Service Level Agreements (SLAs) for response, resolution, and communication.
• Contribute to the continuous improvement of incident management processes and tooling.

Knowledge Management & Process Improvement:

• Develop and maintain comprehensive knowledge base articles, runbooks, and troubleshooting guides.
• Identify recurring issues and collaborate with engineering teams to implement permanent solutions and improve system resilience.
• Participate in post-incident reviews to identify lessons learned and implement corrective actions.

Qualifications:

• Bachelor’s degree in Electronics and Comm, Information Technology, or a related field.
• Strong domain knowledge in OSS Platforms and Microservices Applications.
• 5+ years of experience in technical support, operations, or SRE/L2 role, preferably supporting enterprise-level applications.
• Proficiency in monitoring tools (e.g., Prometheus, Grafana) for application and infrastructure monitoring.
• Familiarity with cloud computing concepts (e.g., AWS, Azure, GCP) and data center environments.
• Strong interpersonal skills and the ability to collaborate effectively with cross-functional teams.

Skills & Abilities:

• Experience in containerization technologies: Kubernetes/Docker swarm/Mesos-Marathon/Cloud Foundry.
• Experience in RDBMS like Oracle, MySQL, Sybase etc.
• Sound knowledge in, NIFI, Kafka, Spark, Elastic Search and other bigdata tools.
• Basic understanding of networking concepts (TCP/IP, DNS, Load Balancers, Firewalls) and security principles.
• Collaboration: Ability to work in a team-oriented environment and effectively communicate with both technical and non-technical stakeholders.