About the role
Job Description: Billing Operations - Billing Application Support L4
Location: Pune
Work Mode: 5 Days Work from Office
Experience: 4 to 7 Years
Employment Type: Full Time
Role Overview:
We are seeking an experienced Billing Application Support Specialist to manage and support critical Billing Applications within the telecom billing ecosystem. The ideal candidate will be responsible for ensuring the stability, availability, and performance of billing systems, supporting billing operations, resolving production issues, and ensuring accurate invoice generation and revenue processing.
Key Responsibilities:
- Provide L2 and L3 production support for Telecom Billing applications.
- Monitor application performance and ensure system availability as per SLAs.
- Analyze, troubleshoot, and resolve billing-related incidents and service requests.
- Perform root cause analysis and implement preventive measures.
- Support billing cycles, invoice generation, rating, charging, mediation, and collections processes.
- Coordinate with business users, product teams, vendors, and technical teams to resolve issues.
- Manage application deployments, releases, and production validations.
- Monitor system logs and batch jobs to ensure successful processing.
- Participate in on-call support and critical incident management.
- Prepare operational reports, incident reports, and support documentation.
- Ensure adherence to ITIL processes including Incident, Problem, Change, and Release Management.
- Support application upgrades, patches, and system enhancements.
Billing Application Support
- Provide L2 L3 support for Billing Applications in a production environment.
- Monitor billing systems and ensure uninterrupted processing of billing cycles.
- Support invoice generation, bill calculation, rating, charging, and account billing processes.
- Perform application health checks, system monitoring, and proactive issue management.
- Troubleshoot billing application failures and data processing issues.
Required Skills:
- Good troubleshooting and problem-solving skills
- Effective communication and coordination abilities
- Ability to handle multiple tasks and work under pressure
- Basic knowledge of telecom/network operations (preferred)
- SQL PL-SQL
- Oracle Database
- Unix Linux Shell Commands
- Scripting (Shell, Python)
- Application Monitoring Tools
- Web Services and APIs
- Batch Processing
- File Transfer Protocols (SFTP, FTP)
Domain Skill:
Strong background in Telecom and Mobile Applications
Knowledge of telecom service operations and billing systems
Preferred Skills (Good to Have):
- Experience in telecom or IT infrastructure operations
- Understanding of alarm monitoring and fault management systems
- Knowledge of escalation and incident management processes
- Ability to work in shift based environments (24 by 7 operations)
- Strong coordination and teamwork skills
- Good documentation and reporting skills
- Exposure to SLA and KPI management and compliance
- Basic understanding of ITIL processes (Incident, Problem, Change Management)
- Experience with ServiceNow, Salesforce, or CRM platforms.
- SQL knowledge for data validation and reporting.
- Provide L1/L2 support for AR, Collection, and Billing applications.
- Monitor application health, interfaces, batch jobs, and system performance.
- Troubleshoot application issues and coordinate with IT-vendor teams for resolution.
- Manage incidents, service requests, and problem tickets within SLA timelines.
- Support production deployments, releases, and application upgrades.
- Perform impact assessments and post-implementation validations.
What We’re Looking For:
- Strong analytical and problem solving mindset
- Ability to work in a fast paced production environment
- Good communication and collaboration skills
- Strong technical foundation with ability to quickly learn new domains
Telecom Domain Experience
- Experience in one or more of the following areas:
- Postpaid Billing
- Prepaid Billing
- Convergent Billing
- Rating and Charging
- Mediation Systems
- Revenue Assurance
- Invoice Generation
- Usage Processing
- Customer Account Management
- Collections & Payment Processing
Key Competencies
- Strong analytical and troubleshooting skills
- Excellent communication and stakeholder management
- Ability to work in a 24 by 7 support environment
- Customer-focused approach
- Problem-solving and incident management expertise
- Ability to handle critical production issues efficiently