Software Dev. Sr. Specialist Advisor

Role:  Billing Support Analyst (Grade 5 - 12)

Location: India (preferably Bengaluru)

Description: 

The purpose of this role is to support Billing and payment applications of MVNE (Mobile Virtual Network Enabler) platform hosted both on-prem and on cloud (AWS). This role is also responsible for managing billing and payment processing for the MVNE.

Job Responsibilities:

• Provide L1/L2/L3 support for Billing and payment applications. Support coverage is 24x7 with full support provided during Irish business hours and on on-call rota basis outside of Irish business hours, including weekends
• Responsible for resolution of billing and payment incidents in accordance with established Service Level Agreements
• Co-ordinate resolution of incidents with third parties that are responsible for applications in their scope
• Carry out daily Application Health Check proactively to catch any symptoms that might lead to incidents and take measures proactively to avoid incident occurrence.
• Monitor application alerts raised by the application monitoring platform and resolve issues as and when identified by the monitoring platform
• Maintain up to date operational documentation, such as SOPs and application Runbooks
• Conduct thorough impact and root cause analysis of the incident and publish findings in incident report.
• Conduct end-to-end testing of new functionality developed prior to rolling out to production.
• Perform analysis on frequently occurring issues and make service improvement recommendations to resolve such issues from occurring.
• Responsible for SIM ordering process
• Carry out bill simulation run and validation
• Carry out scheduled billing run
• Responsible for payment processing for credit card and direct debit payments, including the handling of payment reversals and rejects
• Responsible for deployment of application code or configuration changes in the production environment.
• Create or update knowledge articles based on the incident and problem learning.
• Maintain up to date operational documentation, such as SOPs and application Runbooks
• Responding to business user queries

Must Have Skills:

• Strong Telecom knowledge.
• Hands-on experience with supporting Billing and payment applications
• Hands-on experience in running billing process and payment processing
• Knowledge of ITIL framework, with required experience in incident management, change management
• Experience in Application Monitoring tools such as Nagios, Xymon and cloudwatch
• Experience in handling high priority incidents (crisis calls)
• Strong skills on Java technologies vis-à-vis Springboot, React, SOAP-UI web services,
• Excellent skills in Linux OS and shell scripting
• Strong PostgreSQL and Oracle database knowledge
• Good English verbal communication skills with the ability to explain things in a clear and non-technical way.
• Strong attention to detail and the ability to deliver high quality work.
• Should have the ability to identify right prioritization of incidents, which requires in-depth domain knowledge.
• Should be able to switch between various tasks seamlessly.

Nice to have:

• ITSM v3/v4 foundation certification.
• Capable of analysing new requirements and provide solution delivery estimates.
• Strong knowledge of the entire software development lifecycle.

Experience / Qualification

• Bachelor’s and/or Master’s degree in Computer Science, Engineering or related technical discipline.
• 2 to 15+ years of IT professional experience within a global organization.
• 2 to 15+ years of experience in Telecommunications service.
• 2 to 15+ years of experience working as billing support analyst experience
• Have a good understanding of application architecture, data architecture, infrastructure and business processes.

Qualities:

• Accountable for professional working behavior including, building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSGs core competencies and values.
• Exercises independent judgment after considering alternatives.
• Works under the general guidance of more senior members of the team with occasional consultation and collaboration.
• Coordinates own tasks and those of junior team members to meet project schedules.