Charging Support Specialist

2 weeks ago

مصر, Egypt Vodafone Full time

ROLE PURPOSE:
- To operate and maintain the Service Management Charging Nodes based on daily working hours & on-call basis To solve individual or global internal/external customers complains.
- To report and escalate the network problems according to the agreements & rules.
- To implement required network changes with mínimal impact on the customers.
- Ensure Charging KPIs are met via daily monitoring on the performance reports.
- Responsible for implementing preventive actions and recovery plans for the impacted customers caused from the system outages.
- Rolling out all the Upgrades and packages applied on Charging nodes.
- 1. Business Management- Ensure full alignment of the OLA & SLA with the internal or external parties.
- Proactive about business improvement, looking for better ways of doing things.
- 2. Operations- Ensure proper monitoring to Charging nodes KPIs on a daily basis
- Setting the daily Housekeeping/Preventive maintenance to all Charging nodes
- Review the daily backup reports and take preventive actions for failed backup to all Chaging nodes
- Initiate Charging technical problems report daily/weekly and ensure best services quality and availability for VFE customers
- Agree with the Charging expert on actions needed to enhance/maintain KPIs
- 3. Communication- Issue detailed weekly/monthly performance and technical reports to & Charging Supervisor and align with the different development teams to provide solutions for enhancements.
- 4. Customer Satisfaction- Monitor customer complaints and propose solutions or workarounds to isolate the customers’ experience.
- Ensure minimum cases violation for platinum and premium subscribers.

Technical Experience
- Required hands-on experience with different operating systems (Unix, Linux, ) as system administrator
- Knowledge in Database maintenance and housekeeping (Oracle, MySql,)
- Programming languages (Java, Perl, PHP,)
- Knowledge of GSM/GPRS network structure.
- Preferable good knowledge with SS7 & TCP/IP.
- Very good command of Microsoft office.
- Preferable knowledge with IN concepts
- Preferable knowledge with Ericsson’s Charging (AIR, SDP, CCN, ) & Mediation (EMM) systems

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