Job Title

About the OrganizationA global telecommunications group operating large‑scale consumer services is strengthening its Business Support Systems (BSS) operations. The team manages revenue‑critical platforms that process usage, charging, invoicing, payments, and collections across the customer lifecycle.Team MissionThe BSS Operations function ensures the reliability, accuracy, and auditability of billing‑related platforms. We partner closely with product, engineering, finance, and external vendors to safeguard revenue, shorten incident resolution times, and continuously improve operational resilience.What You’ll DoProvide day‑to‑day L2 technical support for revenue‑impacting BSS applications (billing, rating, mediation, payments, collections).Triage, troubleshoot, and resolve complex production issues; prioritize by customer and financial impact.Perform root‑cause analysis (RCA) using logs, data sets, and application telemetry; document fixes and preventive actions.Apply workarounds/data corrections when needed to protect billing accuracy and revenue integrity.Lead incident response during billing cycle events and other high‑severity situations.Run and monitor billing procedures end to end, ensuring compliance with standards and controls.Investigate inquiries and disputes from internal stakeholders and partners; ensure timely, accurate resolutions.Collaborate with vendor and internal engineering teams on change deployments, stability improvements, and operational readiness.Reconcile usage vs. invoices; investigate discrepancies and drive corrective actions.Design or enhance automation around dunning/collections and routine operational tasks.Proactively monitor billing/mediation/payment applications to catch issues before they affect customers or revenue.Plan and execute maintenance windows (upgrades, patches, feature activations) with clear rollback and validation steps.Identify recurring patterns, propose long‑term solutions, and contribute to observability and tooling improvements.Maintain a living knowledge base of procedures, playbooks, and troubleshooting guides.Provide structured feedback to product and development teams on performance, stability, and data quality.What You BringTechnical Background5+ years (ideally 5–10) in a telecom BSS environment with hands‑on production support experience.Proven success resolving complex incidents in live, revenue‑critical systems.Deep understanding of billing ecosystems—rating engines, mediation flows (including CDR processing/validation), payments, and collections.Experience working with tier‑1 mediation platforms and configuring new data streams/workflows.Strong SQL for analysis, integrity checks, corrections, and ad‑hoc investigations at scale.Practical knowledge of APIs/ETL/integration patterns across upstream and downstream modules.Proficiency in Linux/Unix (shell scripting, log analysis, basic admin for app components).Familiarity with containers and orchestration (VMs/Pods/Containers, Kubernetes concepts).Hands‑on with monitoring/observability (e.g., log search, metrics, dashboards, alerting) to assess system health and detect anomalies.Exposure to CI/CD and automation (infrastructure/application pipelines) is a plus.Professional SkillsAnalytical problem‑solver who thrives under time pressure and can balance speed with accuracy.Clear communicator—able to translate technical findings for non‑technical partners and coordinate across L1/L3, product, finance, and vendors.Adaptable—comfortable learning new tools, processes, and platforms in a dynamic environment.Customer‑focused mindset with a strong sense of ownership for data accuracy and user impact.Experience & EducationBachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).Typically 5+ years in L2 (or equivalent) production support, ideally within telecom.Familiarity with ITSM practices and ticketing tools (e.g., incident/change/problem workflows).Nice to HaveProcess improvement mindset and operational rigor (runbooks, SLAs, KPIs).Understanding of compliance/controls in billing environments.Ability to work independently while collaborating in a distributed, cross‑functional team.Commitment to continuous learning and knowledge sharing.