Job Title

Key ResponsibilitiesExecute and monitor end-to-end billing runsValidate rating, charging, and invoicing processesEnsure billing completion within SLA timelinesPerform bill validation and reconciliation checksInvestigate and resolve billing discrepanciesTroubleshoot rating, taxation, invoicing, and payment issuesMonitor scheduled batch jobs and Unix scriptsMaintain job scheduling tools (e.g., Control-M, Autosys)Handle incidents as per ITIL frameworkSupport minor configuration changes in productionParticipate in change deployments and release validationPrepare impact analysis for production fixesGenerate daily/weekly billing health reportsPerform revenue reconciliationSupport audit and compliance requirementsMaintain operational documentation and SOPsProvide 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 & QualificationsBachelor’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 knowledgeUnix/Linux commandsShell scripting (basic troubleshooting level)Log analysis skillsTelecom billing lifecycle (Rating → Billing → Invoicing → Payments)Prepaid & Postpaid conceptsMediation and charging basicsRevenue assurance conceptsUnderstanding of SLAs and KPIsStrong 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-HaveCertifications 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.