Job Summary
We are looking for a highly skilled Technical Support Engineer - L2 with strong experience in Telecom VAS, Master Aggregator platforms, and Direct Carrier Billing (DCB). This role is responsible for ensuring high availability, SLA adherence, and reliability of revenue-critical telecom platforms across global markets.
The role requires deep technical expertise, customer-facing interaction, and strong process ownership, acting as a key bridge between operations, engineering, and business teams.
Key Responsibilities
Production Support & Operations
- Provide Level 2 application support for telecom/VAS platforms (USSD, SMSC, Billing, DCB).
- Ensure service uptime, SLA adherence, and high availability of production systems.
- Monitor application performance, system health, and transaction flows, and take proactive actions.
- Perform capacity planning and redundancy management for critical systems.
- Handle major incidents and escalations from L1 teams and customers.
- Perform detailed Root Cause Analysis (RCA) and implement preventive fixes.
- Drive problem management and continuous improvement initiatives.
- Work closely with L3/Engineering teams for complex issue resolution.
- Manage Master Aggregator and Direct Carrier Billing (DCB) platforms, ensuring seamless billing and transaction processing.
- Handle end-to-end service integrations with telecom operators (USSD, SMSC, Charging systems).
- Monitor revenue-impacting flows, charging accuracy, and transaction success rates.
- Support onboarding of new operators, partners, and services across global regions.
- Execute application deployments, patches, and release upgrades on production systems.
- Follow ITIL processes (Incident, Change, Problem, Release Management).
- Act as technical SPOC for customers and global stakeholders.
- Provide incident updates, RCA reports, and service improvement plans.
- Collaborate with business, product, and engineering teams for requirement gathering and delivery.
- Work with external vendors, telecom operators, and partners for issue resolution.
- Publish MIS reports, dashboards, and performance insights.
Required Skills & Experience
Telecom & Domain Expertise (Must Have)
- Strong knowledge of SS7, Voice & SMS call flows, Charging/Billing systems
- Hands-on experience with SMSC, USSD, IVR, CRBT, or VAS platforms
- Experience with Direct Carrier Billing (DCB) / Aggregator platforms
- Understanding of GSM architecture, telecom nodes (HLR, IN, SMSC)
Technical Skills
- Strong experience on Linux
- Database knowledge: MySQL / Oracle
- Monitoring: AWS CloudWatch / similar tools
- CI/CD: Jenkins (job monitoring, troubleshooting)
- Containerization: Docker (basic operations & monitoring)
- Networking fundamentals (protocols, topology, troubleshooting)
Good to Have
- Scripting: Shell / Python (automation)
- Experience with Wireshark / TCP dump analysis
- Exposure to cloud / hybrid telecom environments
Soft Skills (Critical for This Role)
- Strong customer communication & stakeholder management
- Ability to work in 24x7 NOC / high-pressure environments
- Excellent analytical and troubleshooting skills
- Strong ownership mindset and accountability
- Ability to collaborate with cross-functional and global teams
