Sr. Supervisor, Billing

Purpose of the job

Responsible for ensuring the resolution of incidents and subscriber complaints, as well as the rollout of new products, all within the established SLAs and KPIs. This will be achieved in a managed and optimized OPEX model for Billing, Mediation, Rating, Roaming, Interconnect, Middleware, and Order Fulfillment, along with their associated integrated systems.

Duties and responsibilities

• Commit and adapt to the annually developed strategic directions with full alignment with Business and Company objectives.
• Commit to department standards, policies and procedures that apply to the function.
• Commit to understand business needs, and discuss solutions with both business and development teams.
• Ensuring operational stability across Billing modules for Both GSM and DSL services to ensure compliance with the planned performance and assuring no revenue loss beside managing bill cycle activities from bill cycle review with the finance team till invoice delivery through different streams
• Member of a third level of complain handling team that is aware with billing and Rating systems and the integration with the integrated systems EAI (Enterprise Architecture Integration) and others systems (ex ,IN, HLR, )
• Participate in the acceptance for the new products and services.
• Act as a team lead for other team members and guide them to fulfill their responsibilities regarding solutions at hand and processes.
• Evaluate, agree, commit and ensure SLAs/ KPIs are met that govern the availability, delivery and resolution response time according to the business need and the available Budget and resources.
• Perform support activities to ensure system functional and operational stability by providing short term and quick fixes and/or workarounds.
• Act as 1st and 2nd level of support by accepting, evaluating and solving operational problems and customer complains and requests from finance, marketing and cs teams and also redestributing those cases to other team members.
• Resolve subscriber complaints and incidents related to services based solutions/applications supported by the team within the predefined SLAs/KPIs.
• Responsible for regular reporting on the performance, incidents and status of the solutions/applications related to the team.
• Design, implement and receive alarms related to Billing solution and related integrated systems, analyze them against the actual implemented solution and its operational specifications.
• Design a solution to radically resolve open issues that would be implemented in cooperation with Billing, Operations Support teams and their vendors.
• Provide workaround for open issues related to Billing solutions to minimize business and operational impacts until radical solution implementation.
• Run regular check for system operational monitors and handle alarms generated out of those monitors as incidents.
• Act as the interface with all suppliers, development & technology/business operational vertical to ensure resolution and/or fixes within the predefined SLAs, and also the interface for all users of the applications within his/her function.
• Perform/apply high level performance measures to ensure consistent delivery and availability and to trigger any need for a solution redesign or capacity adjustment.
• Participate/assist in situation analysis and oversee timely problem solving.
• Deal, priorities and escalate open defects with suppliers and development verticals.
• Understand the business value of the platform, product and service and make use of the understanding in the analysis and/or the resolution course of actions.
• Manage fixes needed for resolving reported incident in alignment with IT change management process.
• Generate incidents report and status as well as follow up with the team and vendor on the opened cases.
• Maintain proper documentation for operational procedures, business aspects and technical design.
• Create focus group from each domain to collect their inputs and feedback about the team responses.
• Recommend proactive course of action to maintain smooth operations with minimum risk with respect to new changes.
• Responsible for changes and deployment for all system/applications within his function and work on test scenarios and alignment between own team and the testing team.
• Assist in defining and producing operational metrics and trends for all solutions within his/her function.
• Create on-call schedule for all the team, deployment/outages requests & Services catalog.
• On-call 24Hours a day based on a rotation schedule that guarantee 24*7 On call support coverage for all solutions operated.
• Commitment to system functionality and user satisfaction in rapidly growing and changing environments.
• Responsible to ensure that all the needed vendors support contract available for billing solution inline with the optimized OPEX controls with the highest SLAs.

Job specification

Education

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

Experience

• Mnimum 5 years of experience, 3 of which are relevant to experience in Billing systems operations Support Concepts.
• Exeprt in Oracle database SQL and PL-SQL, UNIX operating systems, IT solutions architecture
• Good experience in data network.
• Experience in implementation, operation, and maintenance of large-scale systems, preferably across multiple hardware and software platforms within telecommunication industry.
• Experience in project management activities of development and operations projects.
• Demonstrated competency in executing one or more projects.
• Gained experience in managing resources to meet goals across projects.

Skills and abilities

1. Very good English both spoken and written
2. Advanced computer skills and information systems.
3. Knowledge of business environment, change management and IT processes.
4. Ability to identify conflicts and facilitate resolution.
5. Comfortable with making operational decisions, monitoring progress and reporting results.
6. Team developing, coaching abilities and have very good team work spirit.
7. Able to handle work under pressure.
8. Able to manage operational problems and make timely decisions.
9. Analytical thinking and problem determination capabilities.