Syed Shiraz Hussain
Karachi,Pakistan
Summary
Results-driven Technical Support Manager / Cloud & Telecom Specialist with 17+ years of experience in BSS, charging systems, and telecom core networks across global operators. Senior Member IEEE, PMP and ITIL v4 certified professional with recognized contributions through research publications in international journals and conferences. Proven track record in leading L2/L3 support for global customers, managing critical incidents, and driving root cause analysis (RCA) to ensure high availability and SLA compliance. Strong expertise in cloud-native platforms, DevOps,Kubernetes, and telecom core technologies (IN, PCRF, IMS), with a focus on automation, service reliability, and continuous improvement.
Overview
18
18
years of professional experience
1
1
Certification
Work history
Manager Technical Support
Qvnatel(Optiva)
Dubai (Remote), UAE
2026.01 - Current
- Leading L2/L3 support operations for global customers on Qvantel -Optiva BSS platforms.
- Managing cloud-based deployments on Kubernetes (K8s) ensuring scalability and high availability
- Acting as primary escalation point for critical incidents across multiple international operators
- Driving RCA and implementing preventive measures to enhance platform stability
- Collaborating with R&D, DevOps, and Cloud teams for deployments, fixes, and architecture improvements
- Leading automation initiatives to optimize monitoring and operational efficiency
Specialist Global BSS Support
Optiva-Canada
Dubai, UAE
2022.06 - 2025.12
- Delivered Tier-2/3 support for global telecom operators on Optiva BSS platforms (TCB, OBP)
- Managed production incidents, ensuring rapid resolution and SLA compliance
- Supported deployments, releases, and environment upgrades in cloud-based architectures
- Performed performance analysis and optimization to improve system stability and efficiency
- Conducted deep-dive troubleshooting and root cause analysis (RCA) for complex issues
- Developed automation scripts and procedures to enhance operational efficiency and reduce manual effort
- Collaborated with R&D and engineering teams for bug fixes, patches, and product improvements
- Monitored system health, logs, and KPIs to proactively detect and prevent issues
- Maintained documentation, runbooks, and knowledge base for support operations
- Coordinated with cross-functional teams and vendors for issue resolution and deployments
Senior Engineer Intelligent Network Tier2 Support
ETISALAT-OMNIX, Ajman, UAE
Ajman, UAE
2016.10 - 2022.06
- Managed Ericsson IN Charging Systems (SDP, CCN, SAPC) ensuring high availability
- Supported PS Core & VAS nodes (SGSN, GGSN, USN, UWG/MDSP/WAP)
- Executed system upgrades, integrations, and tariff configurations
- Led RCA, fault isolation, and preventive maintenance activities
- Handled customer escalations and optimized charging system performance
- Monitored system KPIs, alarms, and logs for proactive issue detection and resolution
- Performed capacity planning and performance tuning to ensure system scalability
- Coordinated with vendors and cross-functional teams for major changes and incident resolution
Senior Telecommunication Engineer
Ericsson-ETISALAT UAE, Dubai, UAE
Dubai, UAE
2012.09 - 2016.09
- Managed O&M of IN and packet core systems ensuring high availability and service continuity
- Performed business configurations, service provisioning, and pre-launch activities for new offerings
- Executed functional, integration, and Acceptance Testing (ATP) ensuring system readiness
- Monitored network KPIs and performance, proactively identifying and resolving degradations
- Handled SLA-driven incident management, escalations, and service restoration
- Conducted routine health checks, audits, and preventive maintenance activities
- Supported system upgrades, patching, and configuration changes across core platforms
- Coordinated with cross-functional teams and vendors for deployments and issue resolution
- Maintained detailed documentation, reports, and operational procedures
- Performed initial fault isolation and troubleshooting for network and application issues
IN & VAS Engineer
Mobilink - Karachi, Pakistan
Karachi, Pakistan
2008.10 - 2012.09
- Supported Ericsson CS5.0 and NSN Charging Systems (Batoka, Maramba, Prime Power, Topup, VOMS, IVR)
- Managed VAS platforms including NSN SGSN (DX-200), Alcatel SGSN (U3.2), Huawei CRBT, Acision SMSC
- Performed commissioning, integration, and troubleshooting of telecom nodes
- Executed protocol-level validations (Diameter, UCIP, XMLRPC, CIP) and perform BHCA reporting.
Education
MBA - International Marketing
Swiss Business School
UAE/SwitzerlandB.E - Telecommunication Engineering
Usman Institute of Technology-Hamdard University
KarachiSkills
- Platforms: Qvantel (Flex),Optiva (TCB, OBP), Ericsson, Huawei, NSN
- Cloud & Tools: Kubernetes (K8s), Git, DevOps, Automation, CI/CD
- Databases: Oracle, MySQL, PostgreSQL
- Telecom: IN, BSS, Charging Systems, PCRF, IMS, VoLTE
- Systems: UNIX/Linux/Solaris
- Protocols & Interfaces: Diameter, CAMEL, SS7, SMPP, HTTP/REST, UCIP, XMLRPC
- Monitoring & Tools: Grafana, Wireshark, Network Tracing & Log Analysis
- Core Skills: Advanced Troubleshooting, Root Cause Analysis (RCA), Performance Optimization
- Soft Skills: Leadership, Stakeholder Management, Communication, Problem Solving, Decision-Making, Adaptability, Collaboration
Accomplishments
- Senior Member – IEEE (2024) – Recognized for contributions to the engineering community
- PMP (PMI) & ITIL v4 Certified – Expertise in project delivery and IT service management
- Recognition for Excellence in Global BSS Support – Optiva (Latest Role)
- Employee of the Year & Innovation/Strategy Awards – Etisalat
- Multiple Technical & Team Excellence Awards – Mobilink
- Contributor to Smart City initiatives & large-scale telecom transformations
- Registered Member – Pakistan Engineering Council
Certification
- PMP | ITIL v4 | TOGAF (Architecture) – Project, service management & enterprise architecture expertise
- Cloud Certifications: Azure, GCP, Alibaba, Oracle, Juniper
- Microsoft Certified Trainer (MCT)
- Aviatrix Multicloud Associate
- Agile & Quality: Scrum, Agile, Six Sigma Yellow Belt
- Infrastructure & Tools: Rancher Certified, Puppet & RHEL Trained
- Security & Telecom: ICSI Network Security Specialist; Charging Systems & PCRF Certified
KEY ACHIEVEMENTS
- Led resolution of critical incidents impacting large-scale telecom platforms globally
- Improved system stability through RCA-driven preventive measures
- Successfully delivered multiple charging system upgrades and integrations
- Recognized with multiple awards across Etisalat and Mobilink
- Commended by senior management for consistent delivery, leadership, and operational excellence
- Received positive customer feedback for effective incident handling, communication, and service quality across global clients
References
References available upon request.
Timeline
Manager Technical Support
Qvnatel(Optiva)
2026.01 - Current
Specialist Global BSS Support
Optiva-Canada
2022.06 - 2025.12
Senior Engineer Intelligent Network Tier2 Support
ETISALAT-OMNIX, Ajman, UAE
2016.10 - 2022.06
Senior Telecommunication Engineer
Ericsson-ETISALAT UAE, Dubai, UAE
2012.09 - 2016.09
IN & VAS Engineer
Mobilink - Karachi, Pakistan
2008.10 - 2012.09
B.E - Telecommunication Engineering
Usman Institute of Technology-Hamdard University
MBA - International Marketing
Swiss Business School