I. Function as the Single Point Of Contact (SPOC) , Incident management : Trouble Tickets Handling

II. Provide resolution to Customer Care Queries, Perform VAS/SDP Node monitoring and surveillance of network,

III. Perform Performance/capacity monitoring

IV. Perform Alarm monitoring

V. Conduct Trainings for the Customer Care Staff.

VI. The L1 support shall be available on 24x7 basis

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)

c. Role expectations: shall address the following activities: