L3 Support – VAS Engineer
Experience: 10–15 years of relevant experience in VAS/Telecom Domain
Key Responsibilities-
Act as the final technical escalation point (Tier-3) for complex incidents, deep-dive investigations, and platform-level problems across all VAS systems.
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Lead advanced troubleshooting and diagnostics, including log-level, protocol-level, API-level, and infrastructure-level analysis.
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Perform system-level health checks, capacity assessments, performance tuning, and optimization of VAS platforms.
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Drive end-to-end Root Cause Analysis (RCA) with detailed corrective and preventive actions (CAPA) for major incidents.
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Own and guide Major Incident Resolution in collaboration with Tier-2, Tier-1, cross-functional teams, and OEM/vendor engineering teams.
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Design, review, and improve technical processes, SOPs, automation scripts, and knowledge articles for Tier-1 and Tier-2 teams.
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Provide expert-level support for network configurations, platform integrations, upgrades, expansions, and deployment of new VAS features.
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Review and maintain platform architecture documents, high-level/low-level designs, and configuration standards.
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Lead change management, including impact analysis, risk assessment, validation planning, and approval.
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Coordinate with vendors, R&D, product engineering, and OEM support for bug fixes, patches, enhancements, and platform improvements.
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Ensure SLA compliance, service uptime, system resilience, and proactive monitoring enhancements.
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Drive automation, observability improvements, and efficiency initiatives across VAS nodes.
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Provide advanced guidance on security hardening, vulnerability remediation, compliance implementation, and platform audits.
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Mentor Tier-1 and Tier-2 engineers through technical knowledge transfer and capability building.
Qualifications & Technical Skills-
Bachelor’s degree in Computer Science, Electronics, Telecommunication, or equivalent.
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Deep expertise in VAS platforms:
Mobile Voicemail, MMSC, SMSC, Tele-Messaging, USSD/USSDGW, SES, NELS, CBC, SIM OTA, Device Manager, EIR, eSIM, and other operator VAS components. -
Strong understanding of Telecom VAS architecture, SS7/SIGTRAN, SMPP, SIP, Diameter, MAP/CAP, HTTP/REST/SOAP, and related telecom protocols.
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Hands-on expertise in platform maintenance, advanced troubleshooting, performance optimization, capacity planning, and system tuning.
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Experience with application support, deployment of releases, patches, hotfixes, and upgrades in production/live environments.
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Strong Linux administration skills including clustering, HA, load balancing, system performance tuning.
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Working experience with WebServers (Apache, Tomcat, JBoss) and application hosting frameworks.
