Charging Support Tech Specialist Vodafone

Role Purpose

• Operate and maintain the service management charging nodes based on daily working hours & on-call basis to solve individual or global internal/external customers complaints.
• Report and escalate the network problems according to the agreements & rules.
• Implement required network changes with minimal impact on the customers.
• Ensure charging KPIs are met via daily monitoring on the performance reports.
• Implement preventive actions and recovery plans for the impacted customers caused from the system outages.
• Roll out all the upgrades and packages applied on charging nodes.

Key Accountabilities & Decision Ownership

Business Management

• Apply the company security policies and rules across all the Charging like CCNs & OCCs.
• Ensure full alignment of the OLA & SLA with the internal or external parties.
• Proactive about business improvement, looking for better ways of doing things.

Operations

• Ensure proper monitoring to Charging nodes KPIs daily
• Setting the daily Housekeeping/Preventive maintenance to all Charging nodes
• Review the daily backup reports and take preventive actions for failed backup to all Charging 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

Communication

• Issue detailed weekly/monthly performance and technical reports to & Charging Supervisor and align with the different development teams to provide solutions for enhancements.

Customer Satisfaction

• Monitor customer complaints and propose solutions or workarounds to isolate the customers experience.
• Ensure minimum cases violation for platinum and premium subscribers.

Enhancements

• Ensure that work is done according to VFE & Industry standards.
• Ensure running the business in conformance with company security policies.

Core Competencies, Knowledge, and Experience

Technical / Professional Expertise

• BSc in Communication, Computer Science
• 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.

Financial (limits/mandates etc.)

• Revenue assurance.
• Financial fraud.

Non-financial (customers/staff etc)

• Staff
• VAS, IT, Core, Marketing, & Customer care.

Soft Skills

• Ability to work under stress.
• Ability to work extra hours (day or night) and on on-call basis
• Self-reliant, flexible and ability to work in different places.
• Excellent communication skills