Telecom Service Provider

Provide basic to advanced configuration and operational support of telecommunications systems.

Assist with day-to-day telecommunications operations, analysis and troubleshooting.

In-depth knowledge of Telecom Billing for retail and bulk customer processes.

Perform billing analysis, invoice review and invoice breakdown.

Work on the allocated tasks and requests based out of the SOPs and can create the SOPs also.

Drive the daily alignment call with customer to update and align the priorities.

Responsible for handling of onboarding and off boarding requests for team members.

Maintain technical and end user documentation regarding process and procedure for all application / domain related activities and services in accordance with the Corporate Telecom strategy.

Triage events to provide suppliers / vendors / partners with accurate and adequate information to effectively and efficiently resolve incidents and changes.

Understanding of the ITIL processes (ie. Change / Incident / Problem and Service Management).

DESIRED SKILLS & EXPERIENCE :

• 8-10 years of Proven experience in Telecom Billing Operations.
• Excellent knowledge of VMS / Basic plus as a primary skill along with secondary skill SQL / PL SQL, Unix and Windows / IIS.
• Good knowledge of ITIL and exposure on service management tool (ie. Service Now).
• Ability to articulate and convey information effectively in both group and individual communication lines.
• Flexible to be available for support in supported shifts / timings or as per needs from Onsite location.
• Monitoring and ensuring defined SLA parameters. Reasoning of any deviation is to be highlighted or exception process to be initiated regularly.
• Exposure to Monitoring tools (ie. Splunk and Appdynamics).
• Should be able to develop and demonstrate excellent analytical skills and alternatives for resolving the issues.
• Should be able to work on continuous improvement in quality and decreasing TAT over the acquired knowledge.
• Strong Analytical, debugging and troubleshooting skills and experience supporting and troubleshooting Billing related Incidents, Requests.
• Experience in handling client communication, should possess good soft skills in terms of emails, MS teams, phone calls etc.
• Effective participation in internal / external review meetings.
• Candidate should be able to prioritize the tasks based on customer needs / supervisor guidance or situation and take to effective closure.

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