Billing Support Tech Lead
3 weeks ago
**Role Purpose**:
- Technical expert for Billing Support engineers and specialists providing L2 support for Technology & Business stakeholders.
- Responsible for the coordination, management, tracking of proactive & reactive operational activities and ensure that the services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
- Manage the Billing system High Availability and Resilience and ensure least outage time with mínimal customer impact.
- Observing and analysing repetitive problems and customer complaints and set action plan to avoid them.
- Continuously review and update monitoring and alarming procedures and ensure they are efficient and effective.
- Efficiently manage customers and escalations showing empathy, active listening and resolving issues.
- Review current processes and identify pain points to improve customer journey and operational efficiency.
- Ensure conforming to Vodafone's Security & Privacy policies and standards.
**Job Responsibility**:
- Monitor Support team's daily activities and interactions.
- Review current manual jobs and automate them for higher productivity and effectiveness.
- Ensure Bill Cycles activities run and complete on the scheduled dates and within SLAs.
- Enhance Mean-time-to-Resolve (MTTR) of Trouble tickets.
- Ensure the team embraces automation and DevOps techniques.
**Core Competencies and Technical Skills required**:
- Core competencies, knowledge and experience:
- Excellent oral and written communication skills.
- Having strong data-driven analytical skills.
- Creative and problem solver with a passion to provide excellent customer experience.
- Comfortable with a multi-tasking, high-energy environment.
- Flexible to adapt to a 24x7 operating environment.
- Exposure to Virtualization, Cloud Computing and Cybersecurity is a plus.
Must have technical / professional qualifications:
- Bachelor degree in Computer Science, Engineering or a related field.
- Experience in telco Billing systems
- 5+ years of Experience with Systems administration in Linux/Unix.
- 5+ years of Experience with Databases.
- Programming / scripting experience (Java, Perl, Python,)
- Good knowledge in computer networks.
- Experience leading a technical team.
- Experience supporting a 24x7 production environment.
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