Responsible for the IT Charging System Issues and Request as front engineer level one for suite implementation observation, upgrade CR and procedures observation, and processes enhancement monitoring.
Work alongside with the charging systems team, business stakeholders, developers, and admins to ensure all goals are met.
Manage and maintain the operation and maintenance tasks, subcontractor tasks, and escalated tickets followership, including workflows for accurate updates, new sales, and marketing demands.
Be directly in charge of the KPI and SLA of charging systems product or service line, escalation of the network, and service-related critical alarms and problems.
Work with internal and external partners ensuring that the current and future service level requirements of customers are identified, understood and documented in SLA documents.
Manage and maintain knowledge management NMS after each change. Updating flows and documents.
Prepare required reports based on KPI (key performance indicators) metrics and measurements implemented on Monitoring System (e.g., Nagios, Zabbix, CACTI, etc.).
Participate in user requirements gathering and documentation (RFP, RFC, User Story, Back Log and RUP standard documents).
E2E requirement handling, documentation, technical implementation, testing and delivery to responsible group.
Participate in process improvements in the group.
Act as the second line support with necessary expertise to resolve issues escalated from the front office (Service Desk Team).
Help to provide guidance and implementation for software delivery and upgrades.
Escalate trouble tickets to the third Line in any cases of necessity and criticality.
Support specifying performance measurement parameters, such as type of data and collection frequency.
Manage and maintain the service catalog, including the surrounding processes and workflows for accurate updates.
Requirements
Bachelor's degree in Information Technology, or related fields.
At least 3 years of experience in a telecommunication company planning environment with a charging system development background; with experience in supervising others.