Shall address the following tasks:

I. Handle all escalations from L-1 and provide resolution

II. Quantify the type of issue raised, conduct system analysis, perform debugging , problem isolation & submission of RCAs

III. Ensure Case recreation for Bug fixes / Patch release

IV. Enable Service Recovery for failed nodes/components working in consonance with VAS/SDP Product Support Engineer/Third-party/Other entities (CRM/Billing/Infrastructure teams).

V. Escalate and ensure effective co-ordination with L -3

VI. Ensure regular and prompt updates to Knowledge Repository for Lessons Learnt/Troubleshooting inputs. This team shall be responsible for the upkeep/evolution of the Knowledge Repository.

VII. Perform Release and Configuration Management: Support Deployment team as per defined Ops/Support procedures to ensure minimal downtime. Ensure prompt upkeep for Version Management Repository.

Prior exposure to MS Operations involving following VAS/SDP products : SMSC, MMSC, SMS CBC, OTA, WAP, UMS, Messaging GW, Content Management System , Service Creation Environment, TWSS Application Gateway, Digital Rights Management, Transcoding Server, Business Process Layer, Parlay GW, Security & Service Registry (AAA, SSO)