Senior Engineer Managed Services

Key Responsibilities

• Work within the Billing Operations Team reporting directly to the Team Lead
• Handle assigned issue tickets and Service Requests (SRs) including troubleshooting and executing required activities within the billing system
• Manage daily operational tasks related to assigned billing modules ensuring accuracy and efficiency
• Troubleshoot issues and process Service Requests in accordance with documented Standard Operating Procedures (SOPs) with guidance from team members where necessary
• Proactively suggest improvements to the Team Lead and team members to enhance troubleshooting approaches and improve the efficiency of Service Request execution
• Ensure all issue tickets and Service Requests are resolved and closed within the agreed Service Level Agreements (SLAs)
• Monitor the billing system using designated tools and SOPs promptly reporting any detected alarms or abnormalities to the Infrastructure Team
• Perform sanity checks following patch deployments carried out by the Infrastructure Team to verify system functionality and stability
• Investigate and resolve defects identified by business users during Production Verification Testing (PVT) handling them through Service Request tickets
• Identify recurring issues and report them to the Team Lead for further investigation and resolution
• Continuously develop technical knowledge and skills by leveraging online learning platforms technical forums and internal knowledge-sharing sessions

Person Specifications

• 3 years of experiencein related field
• University degree in Computer Science Computer Engineering telecommunication engineering or other related field
• Teamwork character as successful projects are realized through appropriate management of people/team
• Possess a good sense of urgency since issue tickets/SRs will be prioritized according to severity
• Strong in problem solving
• Positive minded confident flexible and adaptable
• Hands-on experience of billing system configurations ability to write CRLs
• Hands-on experience in managing LINUX/UNIX
• Knowledge of C Python to write code level changes for Huawei CBS Platforms
• Qualified in managing/supporting daily billing system Operational issues
• Deep understanding of CAP DCC SS7 SMPP VOIP SyGx and Gy interface
• Deep understanding of billing system call data flows and ability to run and understand Debug logs for issue handling
• Understanding of different billing system modules i.e Debt Collector AR GL
• Understanding of Integration of billing system modules with 3rd party systems
• Ability to understand the billing system related Impact assessments and work closely with team lead to advise alternative approaches if a better way to implement the solution is available
• The ability to communicate complex procedures to other colleagues and clients

Vendor submissions - 12 months