About this role

Operate, support all billing system modules and other integrated systems (i.e. CRM, Resource Management, Credit Control) to ensure their availability and performance according to the defined KPIs.
Modify configurations on billing system (CRM).
Apply batch services activation/cancelation as per request from Marketing and Sales & Customer Service departments.
Apply corrective actions on billing system based receiving discrepancies reports from Information Systems Assurance Unit.
Solve customers' complaints received by Customer Service effectively and timely as per related policies and procedures.
Provide Customer Service with complete and accurate feedback about the actions applied to solve the complaints.
Keep records about the corrective and preventive actions applied to solve customers’ complaints.
Develop SQL queries for requested billing reports (one time, ad-hoc and scheduled) related to Customer Service, Marketing, Sales and Finance departments.
Ensure security of billing systems information.
Perform all support requests related to billing on time and properly as per the associated policies.
Create and maintain packages and procedures used by other parties as systems interface to access billing system.
Perform requests received from other departments (Marketing, Sales, Customer Service, Finance) related to usual operation, data fixing and taking needed corrective actions.
Prepare the monthly claims processes requested from sales department (SIM Stock requests issues).
Generate SIM input files upon procurement requests.
Load SIM output files into the billing system and ensure that new GSM numbers ranges are created and available.
Ensure customer profile consistency between billing system and charging system by executing daily reconciliation processes, and take necessary corrective action when discrepancies are found.
Prepare mediation and provisioning processes and ensure that they are working properly and identify / fix any faults in coordination with the concerned parties.
Define and setup the mediation rules for any existing / new network elements on system that generates billable CDR files "Call Detailed Record".
Perform CDR files check covered pulled files, file type, file size, file status and file continuity and check the files (types, counts) before and after mediation.
Perform timely response for any incident with appropriate process adjustments or corrective actions and proper escalation.
Support & coordinate with Technical Department in their system testing, upgrades, new network elements and perform acceptance test accordingly.
Define and setup business & switch commands for any new postpaid/prepaid service on provisioning system.
Contribute to any new product setup that needs technical decision about its feasibility and provide alternative solutions.
Ensure the execution of the commands on the provisioning system and take the appropriate action to fix outstanding issues on a daily basis.
Perform daily checks to ensure that all the mediation and provisioning systems are functioning properly.
Fix the discrepancies between billing & HLR (Home Location Register) as per received reports from Revenue Assurance.
Fix the discrepancies between billing & UPCC (Unified Policy and Charging Controller) as per received reports from Revenue Assurance.
Solve customers' complaints received by Customer Service effectively and timely.
Provide Customer Service with complete and accurate feedback about the actions applied to solve the complaints.
Keep records about the corrective and preventive actions applied to solve customers’ complaints.

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