Purpose of the job

Leading the Billing solution Team technically and actively participating to ensure the availability, delivery, and resolution of incidents and subscriber complaints within the established SLAs and KPIs.

Duties and responsibilities

• Align with the organization's strategic directives annually developed, ensuring full synchronization with business and corporate objectives.
• Adhere strictly to departmental standards, policies, and procedures pertinent to the billing function.
• Collaborate with business units and development teams to understand operational requirements and discuss technical solutions accordingly.
• Maintain operational stability across billing modules for GSM and DSL services, ensuring compliance with performance targets and preventing revenue leakage. Oversee end-to-end bill cycle activities, from review with finance to invoice delivery across multiple streams.
• Serve as a member of the third-level escalation team for complaint resolution, possessing in-depth knowledge of billing, rating systems, and their integrations with systems such as EAI (Enterprise Application Integration), IN, HLR, and others.
• Participate in the validation and acceptance processes for new products and services.
• Provide technical leadership to team members, guiding them to fulfill their responsibilities related to solutions and operational processes.
• Evaluate, agree upon, and ensure SLAs and KPIs are met, governing system availability, delivery timelines, and resolution response times aligned with business needs, budgets, and resources.
• Oversee regular reporting on system performance, incident management, and status updates for solutions/applications managed by the team.
• Design, implement, and monitor alarms for billing systems and integrated solutions; analyze alarm data against system specifications and operational standards.
• Develop solutions to permanently address open issues, collaborating with billing, operations support teams, and vendors for implementation.
• Provide interim workarounds for unresolved issues to mitigate business impact until permanent solutions are deployed.
• Act as the primary interface with suppliers, development teams, and operational units to ensure timely resolution and fixes within SLAs and serve as the main contact point for all application users within the function.
• Implement performance metrics to ensure consistent system availability and delivery, initiate redesign or capacity adjustments when necessary.
• Assist in incident analysis and oversee timely resolution efforts.
• Prioritize and escalate open defects with vendors and development teams as needed.
• Understand the business value of platforms, products, and services, applying this knowledge to incident analysis and resolution strategies.
• Manage change requests related to incident resolution in accordance with IT change management policies.
• Generate incident reports, monitor case statuses, and coordinate with teams and vendors for case closure.
• Maintain comprehensive documentation for operational procedures, technical designs, and business requirements.
• Organize focus groups with domain representatives to gather feedback and improve team responses.
• Recommend proactive measures to ensure smooth operations with minimal risk, especially regarding new changes.
• Oversee system and application changes, including deployment, testing scenarios, and coordination with testing teams.
• Support the development and analysis of operational metrics and trends for all solutions within the function.
• Create and manage on-call schedules, deployment plans, outage requests, and service catalogs.
• Provide 24/7 on-call support through a rotation schedule to ensure continuous operational coverage.
• Commit to maintaining system functionality and user satisfaction amid a rapidly evolving environment.
• Ensure that vendor support contracts for billing solutions are maintained and aligned with OPEX optimization and SLAs.

Job specification

Education

Bachelor degree in Computer Science, Engineering, or related discipline with an IT focus is preferred.

Experience

• Minimum of 8 years of professional experience, with at least 5 years in Billing systems operations and support concepts.
• Proficiency in Oracle SQL and PL/SQL, UNIX operating systems, and IT solutions architecture.
• Strong background in data networking.
• Hands-on experience in the implementation, operation, and maintenance of large-scale systems, preferably across diverse hardware and software platforms within the telecommunications sector.
• Experience managing development and operations projects through all phases.
• Proven ability to successfully execute multiple projects and manage resources effectively to meet objectives.
• Strong understanding of telecommunications billing processes, rating, charging, and mediation.
• Experience with BSS integration and telecom network architectures.
• Knowledge of scripting, APIs, and database management.
• Hands-on experience on Billing, Rating and Roaming.
• Familiarity with cloud environments and modern deployment architectures.
• Experience with Agile methodologies.
• Experience with infrastructure

Skills and abilities

• Excellent command of English, both spoken and written.
• Advanced skills in computer systems and information technology.
• Solid understanding of business environments, change management, and IT processes.
• Strong conflict resolution skills and the ability to facilitate solutions.
• Confident in making operational decisions, monitoring project progress, and reporting outcomes.
• Effective team leadership, coaching, and collaboration skills.
• Capable of working efficiently under pressure.
• Skilled in managing operational issues and making timely, informed decisions.
• Strong analytical thinking and problem-solving capabilities.