Job Brief:

Responsible for end-to-end operation, maintenance, and administration of the Charging & Billing platforms—Retail and Wholesale—ensuring high availability, performance and stability. Drive continuous improvement through automation and AI/ML (anomaly detection, predictive alerts, NLP-assisted workflows, automated checks/reporting) and build dashboards/BI for visibility—working cross-functionally with Commercial, RA, CX/CRM, Network/Core, and external partners to meet KPI targets for availability, accuracy, speed and TRC/regulatory compliance.

Key Responsibilities:

• Maintain the offer management process to deliver new products and services related to the business
• Perform periodic bill runs, conduct pre- and post-checks, generate related reports, and validate results on the convergent billing system to ensure successful processing
• Handle, investigate, and escalate customer complaints, unusual issues, CRM tickets, and workflows to resolve them within agreed SLAs.
• Apply LLM/NLP for triage and draft responses, produce customer-friendly bill explainers, and maintain prompt libraries and guardrails; record RCAs and ensure proper follow-up.
• Perform routine health checks, alarm monitoring and execute day-to-day operational activities to ensure charging & billing and related subsystems up and running 24x7; operate ML-based anomaly detection for rating/CDR/leakage, triage alerts, and collaborate with RA for recovery.
• Define and implement rate plans for consumers, corporates, carriers, roaming, and related services to support business requirements in a highly responsive manner.
• Coordinate and perform divisional system operations, including processes and procedures, and report on system maintenance, outages, and downtimes to deploy hotfixes, patches, and upgrades.
• Generate and review daily performance reports to monitor division KPIs and handle fault reporting and Deliver KPI dashboards and near real time alerts across bill runs, settlements, incidents, and SLA compliance
• Contact and escalate issues to vendors regarding unusual system behavior to identify optimal solutions and improve system efficiency.
• Analyze, build and operate data pipelines and MLOps (tracking, precision/recall, drift); analyze subscription products/services to identify improvements; detect and resolve RA discrepancies, fraud, and security findings; prepare audit evidence and drive platform enhancements.
• Participate in a 24/7 call-out rotation in a highly responsive manner

Qualifications, Skills and Experience:

Education: Bachelor Degree in in Computer Engineering, Telecommunication Engineering, Computer Science, Software Engineering, or any other related field

Level of Experience: Limited Experience (2-5Yrs) in a related Charging & Billing in the Telecommunication field and in data/ML and/or automation (pipelines, MLOps, or RPA) applied to Charging/Billing.

Certificate & Licensure:

Essential:

• Professional Scrum Master 1 Certification (PSM I)

Desirable:

• ITIL, TM Forum RA/BRM, DevOps Fundamentals, ML certifications

Tools & Systems:

Essential:

• Converged Billing System
• Settlements System
• CRM System
• Monitoring and Alerting System

Desirable:

• Rational System
• Big data/Spark