Domain Support Specialist

The Domain Support Specialist is responsible for the operational support, technical leadership, maintenance, performance monitoring, and continuous improvement of Deep Packet Inspection (DPI) platforms deployed across mobile and fixed broadband networks.

The role acts as the technical owner of the DPI domain, working closely with Packet Core, IP Transport, OSS/BSS, Network Operations, Customer Experience, and technology vendors to ensure platform stability, availability, performance, and alignment with business and regulatory requirements.

The role also includes proactive service monitoring, troubleshooting, incident management, customer issue resolution, performance analysis, and continuous improvement of operational processes.

Key Responsibilities

1. DPI Platform Operations & Maintenance

• Operate and maintain Deep Packet Inspection (DPI) platforms deployed across mobile and FTTH/fixed broadband networks.
• Ensure DPI platforms remain stable, available, secure, and performant.
• Monitor platform health, capacity, resource utilization, traffic flows, and service performance.
• Perform routine operational checks, preventive maintenance, and health assessments.
• Support platform upgrades, software releases, configuration changes, migrations, and expansion activities.
• Ensure operational activities are performed in accordance with approved procedures and change-management processes.

2. Technical Ownership of DPI Domain

• Act as the technical owner and subject-matter expert for the DPI domain.
• Provide technical leadership for DPI-related operational and performance issues.
• Work closely with Packet Core, IP Transport, OSS/BSS, Network Operations, Planning, and other technical teams.
• Ensure DPI platforms are aligned with network architecture, service requirements, business objectives, and applicable regulatory requirements.
• Provide technical recommendations for platform optimization, expansion, and evolution.

3. Service Monitoring & Performance Management

• Perform continuous monitoring of DPI services, platform status, traffic, capacity, and performance.
• Monitor KPIs and service indicators to proactively identify potential failures or degradation.
• Perform trend analysis to identify abnormal traffic patterns, performance degradation, capacity constraints, and potential service-impacting issues.
• Establish and maintain performance baselines and thresholds.
• Analyze DPI traffic, application classification, throughput, sessions, resource utilization, and other relevant performance indicators.
• Proactively identify issues and initiate corrective actions before they result in customer-impacting incidents.

4. Incident Management & Troubleshooting

• Investigate and resolve DPI-related incidents, alarms, performance degradation, and service-impacting issues.
• Perform detailed troubleshooting and Root Cause Analysis (RCA).
• Correlate DPI issues with Packet Core, IP, Transport, Internet Gateway, OSS/BSS, and other network domains.
• Develop and implement corrective and preventive actions.
• Support major incident management and provide technical expertise during critical service-impacting events.
• Maintain documentation of incidents, root causes, resolutions, and lessons learned.

5. Customer Issue Management

• Handle and resolve customer-related issues associated with DPI, traffic classification, application access, service performance, and traffic policies.
• Analyze customer-impacting issues using available monitoring, probing, traffic-analysis, and performance-management tools.
• Coordinate with relevant technical teams to resolve complex customer issues.
• Provide timely technical updates and ensure issues are followed through to resolution.
• Identify recurring customer issues and recommend permanent corrective actions.

6. Vendor & Technical Support Coordination

• Liaise with technology vendors and Technical Assistance Centers (TAC) for complex platform defects and technical issues.
• Provide detailed technical information, logs, performance data, and troubleshooting results to vendor support teams.
• Manage vendor escalations and track issues through to resolution.
• Validate vendor-provided fixes, patches, configuration changes, and recommendations.
• Participate in technical discussions with vendors regarding platform performance, upgrades, capacity, and future requirements.

7. 24×7 Operational Support

• Participate in a 24×7 on-call support rotation within the team.
• Provide technical support during critical incidents and service-impacting events outside normal working hours.
• Respond to escalations within defined operational and service-level requirements.
• Support restoration and recovery activities during major failures.

8. Automation & Service Improvement

• Develop, maintain, and improve automated service-delivery and operational-support methodologies.
• Identify repetitive manual activities that can be automated to improve operational efficiency.
• Use scripting, automation, monitoring, and analytics tools to improve service assurance.
• Develop proactive monitoring mechanisms to identify potential failures before service impact occurs.
• Continuously improve operational procedures, monitoring capabilities, reporting, and troubleshooting methodologies.

9. Trend Analysis & Proactive Fault Management

• Perform regular trend analysis of DPI platform and service performance.
• Analyze historical performance data to identify recurring issues and emerging risks.
• Identify capacity, traffic, application-classification, and platform-performance trends.
• Proactively initiate corrective or preventive actions based on analysis.
• Support restoration and repair activities based on automated alerts, monitoring systems, and domain-support processes.

Technical Responsibilities

The role will be responsible for supporting and analyzing areas including:

• DPI platform health and availability
• CPU and memory utilization
• Throughput and traffic volume
• Packets per second (PPS)
• Concurrent sessions
• Subscriber traffic
• Application traffic
• Application classification
• Protocol identification
• Traffic policies
• Traffic distribution
• Capacity utilization
• KPI/KQI monitoring
• Service performance
• Network probing
• Customer experience indicators
• Fault and alarm management
• Root Cause Analysis
• Performance optimization

Education Requirements

• Bachelor’s degree in Engineering, preferably in:
  • Electronics Engineering
  • Computer Engineering
  • Telecommunications Engineering
  • Electrical Engineering
  • Computer Science
  • Information Technology
  • Or an equivalent technical discipline.

Required Experience & Technical Skills

• Experience in telecom network operations, service assurance, network performance, or a related technical environment.
• Hands-on experience with DPI systems or traffic-management platforms in a live telecommunications environment.
• Good understanding of mobile and fixed broadband network architectures.
• Strong understanding of 2G, 3G, 4G, and 5G technologies.
• Good understanding of Packet Core network architecture and associated protocols.
• Strong understanding of DPI principles, including:
  • Flow inspection
  • Application classification
  • Protocol identification
  • Traffic analysis
  • Traffic policy enforcement
• Understanding of application detection methodologies, including:
  • Shallow Packet Inspection
  • Deep Packet Inspection
  • Signature-based detection
• Good understanding of DPI-related KPIs and the ability to identify the root cause of performance degradation.
• Experience with network monitoring, performance-management, and service-assurance tools.
• Experience with customer experience management tools and/or network probing solutions.
• Good troubleshooting and Root Cause Analysis skills.
• Experience working with vendors and technical support/TAC teams.
• Good understanding of IP networking and telecom service flows.

Preferred Technical Knowledge

• Experience with mobile packet core and broadband networks.
• Knowledge of IP networking, TCP/IP, routing, and traffic flows.
• Knowledge of Internet and application traffic behavior.
• Understanding of QoS and service-performance concepts.
• Experience with Linux/Unix environments and network troubleshooting tools.
• Knowledge of monitoring, analytics, and dashboarding platforms.
• Knowledge of Python, SQL, scripting, or other automation technologies.
• Understanding of Machine Learning (ML), Artificial Intelligence (AI), and Cloud technologies.
• Knowledge of virtualization, containerization, and cloud-native network functions is an advantage.

Core Competencies

• Strong analytical and problem-solving skills.
• Excellent troubleshooting and Root Cause Analysis capabilities.
• Strong understanding of telecom network architecture.
• Ability to analyze complex traffic and performance data.
• Proactive approach to fault detection and service improvement.
• Strong customer focus and ability to resolve customer-impacting issues.
• Ability to work effectively under pressure during major incidents.
• Strong communication and stakeholder-management skills.
• Ability to work effectively with cross-functional technical teams.
• Strong vendor-management and escalation skills.
• Ability to work independently and as part of a 24×7 operational team.
• Strong documentation and reporting skills.