Charging Support Specialist

Job description / Role

What you'll do

Role purpose:
• To Handle corrective actions needed for VFE Charging services for Voice, Data, and VAS services including all SDPs, AIRs, and all related charging application nodes (Charging Interface, Data Handler, ADSL handler) at Vodafone Egypt network for Consumer and Corporate Customers (Tariff Management) experience and assure the fastest recovery of unplanned service disruptions and emergencies.
• Owning Recharge and Refill services, monthly charging Bill Cycle service, prepaid customers Life Cycle. Also responsible about operational KPI's for charging of voice, Data & prepaid services.
• Assuring timely, best quality and seamless network changes and expansions on Charging services.

Key accountabilities and decision ownership
• Charging Support Strategy:
• Discuss priorities in alignment with department and company strategy
• Agree objectives and goals to fulfill the strategy.
• Review quarterly the progress and fine-tune the objectives/goals/priorities
• Charging Second-Line Support and Emergency management:
• Handle the SW updates on Charging domain to assure operating on the latest recommended SW level.
• Responsible for 24/7 system faults, global incidents and corrective maintenance activities execution on prepaid charging Nodes to ensure meeting all Operational KPIs (preventive actions, Fault detection, incident handling, corrective actions and knowledge transfer) to reach minimum MTTR and maintain execution with highest quality standards. In addition to handling all Problem Management activities to eliminate repetitive incident reoccurrence, Through continuously revamping and modifying Processes
• Communicate with Charging vendors through regular management meetings with vendors management to assure timely resolution of all critical operational issues, and risks.
• Responsible for Charging emergencies and assure taking proper and timely decisions to ensure the fastest resolution and least impact on customer experience and VFE network availability.
• VFE Charging nodes Integration and configuration Management:
• Handle integration & acceptance of all Charging new nodes and expansions in MTXs.
• Apply and own configuration management activities execution on all Charging nodes. Varying from the simplest configuration changes till Largest Scale upgrades, Mega charging Projects and evolution execution. Seeing through all such activities to be done at highest quality standards and ensuring complete adherence to Change management processes and at the same time minimizing any risks associates with such changes on VFE Network through setting and following proper testing procedures before and after changes.
• Review and ensure VFE targets related to new Promos, Tariffs, products etc. are achieved with minimum impact on live network and customer experience.
• IT, Finance and Commercial Liaison Lead Cross-functional tasks to
• Recharges and vouchers daily/monthly reports reconciliation
• Stakeholders involvement to ensure harmony and most optimum Voice & Data service delivery. Ensuring SLAs are met and at the same time optimizing and creating new interacting processes.
• Vendor management:
• Conduct frequent vendor assessment surveys for quality, timeliness and value-added.
• Assess and plan partnerships/alliances with preferred vendors.
• Establish effective Vendor Management to ensure that VFE gets excellent value of the money spent.
• Ensure that the vendors' performance meets the business needs and monitor vendors KPIs, as agreed in their (SLAs) and applies penalties for non-compliance cases.

Requirements

Role Requirements

Education:
• University Graduate, BSc of Engineering in Telecommunications or Computer science.
Core competencies, knowledge and experience
• 2-3 years of experience in Telecommunication Industry.
• Excellent knowledge of telecom/IT industry.
• 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

About the Company

At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play.

We believe that, when working together, humanity and technology can find the answers and create a better future for all.

Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet.