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Scope of Role
The role is accountable for handling incidents and service requests from end-users by following the standard methods and procedures for each application.
Billing L2 Responsibilities
- Perform L2 Billing production activities (Plan, monitor, control and manage, etc. for all billing batch jobs in Control-M)
- Take end-to-end ownership and resolve all L2 billing production issues, acting as liaison between other IT teams if required to resolve the production issues
- Track and manage incidents assigned to L2 to ensure timely and effective resolution
- Facilitate mass error root cause analysis to ensure timely follow-up and proper closure of issue
- Proactively seek to minimize production issue or improve billing batch jobs performance (i.e. reduce recurring incidents, improve billing batch jobs run timeliness, etc.)
- Ensure service levels (SLA) for all billing batch jobs, Bill Fallouts, Incidents Resolution, etc. are met
- Provide off-hours support including weekend on rotation
Experience and Skills required:
- Bachelor's degree in Science/IT/Computer Science or equivalent
- Minimal 2-3 years of experience in Production Support/Application Support, or equivalent (e.g. infrastructure, development, etc.). 4-6 years of similar experience for Senior position.
- Knowledgeable in Kenan FX 5.0’s Data Model and Functionality (rating, discounting, bill generation, payment processing and journaling)
- Working experience in Unix/Linux, Shell scripts, Oracle SQL
- Knowledgeable in at programming language (Preferably C/C++)
- Knowledgeable in ITIL framework is preferred
- Sharp and tenacious troubleshooting skills, a great problem solver with the ability to take system problem and structure an action plan
- Ability to work independently or with minimal assistance.
- Very good English proficiency
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