Key Responsibilities
- Execute and monitor end-to-end billing runs
- Validate rating, charging, and invoicing processes
- Ensure billing completion within SLA timelines
- Perform bill validation and reconciliation checks
- Investigate and resolve billing discrepancies
- Troubleshoot rating, taxation, invoicing, and payment issues
- Monitor scheduled batch jobs and Unix scripts
- Maintain job scheduling tools (e.g., Control-M, Autosys)
- Handle incidents as per ITIL framework
- Support minor configuration changes in production
- Participate in change deployments and release validation
- Prepare impact analysis for production fixes
- Generate daily/weekly billing health reports
- Perform revenue reconciliation
- Support audit and compliance requirements
- Maintain operational documentation and SOPs
- Provide L2 support and operations for the SingleView application environment: manage and resolve escalated incidents and service requests.
- Monitor application performance, system metrics, logs, alerts and proactively identify risks or issues.
- Perform root cause analysis (RCA) on recurring issues and drive corrective / preventive actions.
- Coordinate with cross-functional teams (QA, Product, Infrastructure) to ensure timely resolution of defects or production issues.
- Ensure service-level agreements (SLAs) and key performance indicators (KPIs) are met for uptime, response time, resolution time.
- Maintain/update standard operating procedures (SOPs), knowledge base articles, and run-books for incident handling.
- Participate in change management: evaluate impact of changes, validate post-change health and rollback if needed.
- Support on-call / shift rotations (if required) to provide 24×7 coverage or extended hours operation.
- Provide status updates, reports, dashboards to management; escalate when thresholds are violated.
- Continuously review & improve operational processes, tools, automation to reduce manual effort and improve reliability.
Required Skills & Qualifications
- Bachelor's degree in Computer Science, Engineering or a related discipline (or equivalent experience).
- Typically 8–10 years of experience in L2 support / operations / application support roles.
- Strong hands-on experience with CSG Singleview (Production Environment)
- Oracle SQL (query writing & data analysis)
- Basic PL/SQL knowledge
- Unix/Linux commands
- Shell scripting (basic troubleshooting level)
- Log analysis skills
- Telecom billing lifecycle (Rating → Billing → Invoicing → Payments)
- Prepaid & Postpaid concepts
- Mediation and charging basics
- Revenue assurance concepts
- Understanding of SLAs and KPIs
- Strong technical troubleshooting skills: understand logs, application stacks, databases, networking, integrations.
- Familiarity with the SingleView platform or similar billing/CRM/ERP/mediation system is a plus.
- Experience with incident management tools, monitoring tools, ticketing systems (e.g. Remedy/ServiceNow/JIRA).
- Good communication skills: ability to liaise with technical and non-technical stakeholders.
- Ability to work in shifts / 24×7 environment if required.
- Analytical mind-set, able to perform root cause analysis and propose process improvements.
- Preferably knowledge of scripting / automation (e.g., shell, Python) and system tools.
Preferred / Nice-to-Have
- Certifications in ITIL / Incident / Change management.
- Understanding of telecom / billing domain (if SingleView is used in that context).
- Experience in global support operations across time zones.
