Job title: Billing Senior Support SME
Organisation: Group Technology
Reports to: Billing Support & Maintenance Manager
Location: Citywest/ HSQ
Role Purpose
The second line support of eircom’s billing solutions. This includes support of mobile and fixed/mobile converged billing applications including pre-pay, post-pay, mediation, CRM and ICR solutions, resolution of billing related faults, working with 3rd party vendors to resolve billing issues, working on billing projects, capacity management and implementing changes and involvement in major incident management.
Nature and Scope
Established Senior Billing Support engineer, responsible for supporting key billing services and working on more complex faults/projects, competent in working with multi skilled support team to resolution of faults and deliver detailed technical solution to internal customers.
Billing solutions/services are critical to eircom’s performance. Senior Billing Support Engineers are central to the day to day support of these solutions and ensuring service levels & availability targets are met. The purpose of the role is the support, capacity management, service improvement, documentation and maintenance of existing and amended billing services and related systems. Support will be carried out in line with industry best practices.
Senior Billing Support Engineers will be involved in the day to day delivery of new applications and services which will involve working closely with delivery and design team and 3rd party vendors.
It is important that Senior Billing support engineers continue to develop their skills, their understanding of best practice; and their knowledge of methods, technologies and products in the telecommunications industry.
Senior Billing Support Engineer (Implementation and Practice)
- Supporting day to day billing applications & services
- Involvement in service introduction and significant projects
- Developing own experience and knowledge base
Involvement with change management, capacity management and incident management
Accountabilities
Technical
- Second line support of billing applications, escalation and management of faults with various 3rd line vendors.
- Development of operational procedures for the efficient operation of key billing.
- Implement large scale software & hardware upgrades in line with internal change management procedures.
- Resolution of billing issues in an efficient manner in line with service levels and incident management procedures.
- Member of a multi-skilled second line support team, capable of driving resolution of faults on services running across multiple technologies.
- Working with 3rd party vendors to resolve billing issues.
- Accept the delivery of large scale projects on behalf of Central Operations ensuring all operational criteria is met.
- Capacity management, including hardware, memory and processor capacity.
- Peer reviewing & Implementation of change requests
- Develop and implement service improvement plans
- On-call 24/7 support of billing services.
Project
- Implement change requests on behalf of projects ensuring that all operational criteria is fully adhered to.
- Member of project team for large scale billing deliveries.
Customer
- To ensure that service levels of end-users are maintained in line with operational targets.
- To ensure incident and problem reports are provided in line with service levels.
Process
- To implement and ensure compliance with stated operational/maintenance processes.
- To contribute to the development of O&M processes for new billing services and systems.
- The creation and communication of options to address issues arising from development or support.
- Take ownership and lead process improvement Initiatives within the team, driving efficiency and productivity
Technology
- To provide advice and guidance in areas of technological expertise.
- Keep abreast of new technical developments in the industry
Compliance/ Finance / Efficiency
- To take ownership and responsibility for compliance with process controls.
- To implement improvements in operational efficiency or support methodologies.
- To adhere to all Financial processes and polices.
General:
- Ensure compliance with Health & Safety
- Align with eircom Group culture and values to drive the customer ethos, vision, mission and culture of the organisation to ensure successful growth and retention of its customers.
Staff
- Provide coaching & mentoring for less experienced members of the team
Key Performance Indicators
Within the scope of responsibility of the Senior Billing Support SME:
- Service level adherence (Response, resolution of service requests from customers)
- Change management & incident management process adherence
- Availability of billing services in line with service management plan
- Successful delivery of projects, without slippages
- Proactive capacity management
- Proactive implementation of software released from 3rd parties to meet availability targets
- Ensures the on-going quality of process documentation/ compliance evidence in order to meet the requirements of ongoing audits and assessments
- Positive feedback from internal customers, measured by internal customer survey or other means
Role Specific Technical Skills
- 6+ years experience or equivalent in a billing operations support environment
- Technical degree or equivalent experience
- Support & maintenance of billing applications
- Design, build and test of billing solution components.
- Successful track record as working on large scale projects/releases
- Proven ability to identify root causes to problems and find creative solutions
- Industry-standard Operating Systems including the major flavours of Unix (Solaris, HP-UX, AIX, Linux) and Windows.
- Scripting in Unix and Windows.
- Industry-standard RDBMS (Oracle, SQL Server, DB2, MySQL)
- Member of a multi-skilled second line support team, capable of driving resolution of faults on services running across multiple technologies.
- Working with 3rd party vendors to resolve billing issues.
- Accept the delivery of large scale projects on behalf of Central Operations ensuring all operational criteria is met.
- Capacity management, including hardware, memory and processor capacity.
- Peer reviewing & Implementation of change requests
- Develop and implement service improvement plans
- On-call 24/7 support of billing services.
Project
- Implement change requests on behalf of projects ensuring that all operational criteria is fully adhered to.
- Member of project team for large scale billing deliveries.
Customer
- To ensure that service levels of end-users are maintained in line with operational targets.
- To ensure incident and problem reports are provided in line with service levels.
Process
- To implement and ensure compliance with stated operational/maintenance processes.
- To contribute to the development of O&M processes for new billing services and systems.
- The creation and communication of options to address issues arising from development or support.
- Take ownership and lead process improvement Initiatives within the team, driving efficiency and productivity
Technology
- To provide advice and guidance in areas of technological expertise.
- Keep abreast of new technical developments in the industry
Compliance/ Finance / Efficiency
- To take ownership and responsibility for compliance with process controls.
- To implement improvements in operational efficiency or support methodologies.
- To adhere to all Financial processes and polices.
General:
- Ensure compliance with Health & Safety
- Align with eircom Group culture and values to drive the customer ethos, vision, mission and culture of the organisation to ensure successful growth and retention of its customers.
Staff
- Provide coaching & mentoring for less experienced members of the team
Key Performance Indicators
Within the scope of responsibility of the Senior Billing Support SME:
- Service level adherence (Response, resolution of service requests from customers)
- Change management & incident management process adherence
- Availability of billing services in line with service management plan
- Successful delivery of projects, without slippages
- Proactive capacity management
- Proactive implementation of software released from 3rd parties to meet availability targets
- Ensures the on-going quality of process documentation/ compliance evidence in order to meet the requirements of ongoing audits and assessments
- Positive feedback from internal customers, measured by internal customer survey or other means
Role Specific Technical Skills
- 6+ years experience or equivalent in a billing operations support environment
- Technical degree or equivalent experience
- Support & maintenance of billing applications
- Design, build and test of billing solution components.
- Successful track record as working on large scale projects/releases
- Proven ability to identify root causes to problems and find creative solutions
- Industry-standard Operating Systems including the major flavours of Unix (Solaris, HP-UX, AIX, Linux) and Windows.
- Scripting in Unix and Windows.
- Industry-standard RDBMS (Oracle, SQL Server, DB2, MySQL)
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