Senior Service Assurance Specialist (T3) at AireSpring | Islamabad

AireSpringIslamabad

Remote Full-time

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Experience Level

Experience

Qualifications

Qualifications:Education and Experience:Bachelor’s degree in Computer Engineering, Network Engineering, Telecommunications, or a related field (Master’s preferred); or equivalent work experience. Proven experience in telecommunications and networking with advanced troubleshooting and escalation support responsibilities. Previous Tier 3 or senior support experience is strongly preferred. Knowledge, Skills, and Abilities:In-depth knowledge of telecom systems, network protocols, and security practices. Proficiency in Adtran or Cisco CPE configuration and troubleshooting. Strong understanding of VoIP, SIP (HPBX and trunking), and PBX systems. Experience with Sansay and Metaswitch SBCs is a plus. Expertise in Metro Ethernet Technologies, LAN/WAN optimization, and QoS management. Demonstrated ability to diagnose hardware, software, and configuration issues effectively.

About the job

Job Title: Senior Service Assurance Specialist (T3)
Company Location: Remote

Job Summary:
Join our dynamic remote team at AireSpring as a highly skilled Senior Service Assurance Specialist (T3). This pivotal role combines extensive technical acumen with a focus on service assurance, aimed at diagnosing, resolving, and preventing intricate telecom issues encompassing data, voice, and cloud services. The selected candidate will oversee escalations, guarantee network stability, and provide expert guidance to both internal teams and customers. A strong dedication to compliance, customer satisfaction, operational excellence, and continuous enhancement is vital.

Key Responsibilities:

Act as the primary escalation point for advanced telecom and network issues, ensuring swift resolution of service-impacting incidents.
Design, configure, and administer advanced routing and switching protocols (BGP, EIGRP, OSPF, RSTP, HSRP, VRRP, GLBP), with a solid understanding of MPLS design.
Monitor and maintain the stability, resiliency, and performance of core network infrastructure, including BGP peerings and internet connections.
Install, configure, and support Customer Premise Equipment (CPE) such as routers, switches, and firewalls for VoIP, DNS, and data services.
Diagnose and rectify complex outages, including hardware failures, circuit issues, configuration errors, and software problems.
Optimize Quality of Service (QoS) for hosted and managed telecom services.
Provide advanced technical support for Tier 1 and Tier 2 teams, mentoring staff and refining escalation procedures.
Develop and uphold comprehensive infrastructure and troubleshooting documentation.
Collaborate with vendors, customers, and internal teams to ensure seamless service delivery and prompt issue resolution.
Lead the design, testing, and implementation of new infrastructure projects.
Ensure compliance with SOC2 protocols, safeguarding security, availability, and confidentiality standards.
Contribute to the evolution of operational processes, tools, and best practices to boost service assurance.
Commit to learning and supporting proprietary applications.
Fulfill additional responsibilities as assigned by management.

About AireSpring

AireSpring, founded in 2001 and family owned, is a premier provider of Cloud Communications, Managed Connectivity, and Managed Security. With two decades of unparalleled service, we have cultivated a stellar reputation by elevating service and support to new heights, consistently exceeding industry standards. Serving over 22,000 enterprise locations globally, our mission is to facilitate smooth connections and communications for our clients, ensuring exceptional customer experiences. Our dedication to integrity, reliability, and dependability has earned us more than 100 prestigious industry awards, including 'Product of the Year' recognition.

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Please note this is a proactive pipeline. We are maintaining an active talent pool for future job openings.Grade Level: L1/L2Location: IslamabadWhat is NOC Service Quality & Experience Monitoring?This role focuses on the proactive monitoring of Radio Network Performance using EMS, SmartCare, and CEM tools, and collaborating with domain owners to resolve performance issues.The successful candidate will report directly to the Stream Head - NOC • Technology and work closely with a dedicated team of 12 professionals.Key Responsibilities:Monitor Network KPIs in near-real-time and collaborate with relevant teams to resolve identified issues.Conduct Service Quality & Experience Monitoring through SmartCare to identify potential issues affecting customer experience proactively.Serve as the primary contact for access network-related customer complaints, conducting analysis and facilitating resolutions across different customer segments.Timely escalation of network performance issues to relevant teams and technical management per established SLAs.Perform routine audits on CS/PS RAN domain KPIs/KQIs and escalate abnormalities for permanent fixes.Engage with Level-II teams for comprehensive root-cause analysis (RCA Reports).Analyze post-activity performance and highlight any KPI/KQI degradations.Adhere to departmental Standard Operating Procedures (SOPs) during all tasks and responsibilities.Prepare benchmark reports during significant events, such as Eid.Manage customer counters and their alert thresholds effectively.Analyze incoming customer complaints and initiate necessary investigations based on defined SLAs.Conduct thorough analysis of CS/PS RAN KPIs related to reported customer complaints, ensuring proper routing of issues.Engage courteously with complainants to gain detailed insights into their issues.Correlate service degradations with network incidents, alarms, and KPIs/KQIs, directing concerns to the appropriate teams for resolution.Maintain close coordination on ongoing issues within technology teams and provide updates to commercial teams on developments.Execute diligent follow-ups on corporate complaints to ensure timely resolutions.

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Full-time|On-site|Islamabad, Islamabad Capital Territory, Pakistan

Grade: L1 Location: Islamabad Application deadline: 26 April 2026 Role overview Pakistan Mobile Communications Limited (PMCL) is hiring an HLR & VAS Operations Specialist for its Islamabad office. The role focuses on managing and improving HLR (Home Location Register) and Value-Added Services (VAS) operations. Integrating digital and AI-driven solutions is a key part of this position, aiming to enhance both network performance and customer experience. The specialist acts as a bridge between traditional network management and new digital methods, helping to ensure the network remains reliable and ready for future demands. This position reports to the Manager, HLR/VAS Planning & Operations, and leads a team of 12. Main responsibilities HLR & VAS System Management: Oversee daily operations, maintenance, configuration, and troubleshooting for HLR, HSS, SMSC, Smart Care/CEM, and other VAS platforms. Performance Optimization & Monitoring: Track network performance, identify bottlenecks, and implement improvements to maintain strong service delivery and high availability across HLR and VAS systems. Digitalization Initiatives: Find opportunities to automate routine HLR and VAS tasks using scripting languages (such as Python or Perl) and automation tools, reducing manual work and improving efficiency. Data Analysis & Reporting: Use SQL, Oracle, or similar tools to extract and analyze operational data. Support performance improvement, capacity planning, and digitalization by preparing detailed reports on network health, performance, and digital initiatives. Incident Management & Resolution: Take ownership of incidents, troubleshoot complex HLR and VAS issues, and coordinate with internal teams and vendors for timely resolution and Root Cause Analysis (RCA). Process Improvement: Propose and implement new digital tools and methods to improve operational processes. Documentation: Keep accurate and current documentation for all network processes and configurations.

Apr 21, 2026

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