Senior Analyst

Job Description: Billing Operations – Senior Brite Bill Application Support L5

Location: Pune

Work Mode: 5 Days Work from Office

Experience: 6 to 10 Years

Employment Type: Full Time

Role Overview:

We are seeking an experienced Billing Operations - BriteBill Application Specialist to support and maintain the BriteBill Digital Bill Presentment and Customer Communications platform. The role is responsible for ensuring seamless bill generation, bill presentment, eBill delivery, customer communication workflows, and integration with upstream billing systems. The candidate will work closely with Billing Operations, Customer Experience, IT, and Business teams to ensure high system availability, accurate bill delivery, and superior customer experience.

Key Responsibilities:

• Provide L2 and L3 production support for Telecom Billing applications.
• Ensure high availability, stability, and performance of billing platforms.
• Lead troubleshooting and resolution of critical production incidents.
• Perform Root Cause Analysis and implement permanent fixes.
• Manage billing cycle support, invoice generation, rating, charging, mediation, and collections processes.
• Coordinate with cross-functional teams including Development, Operations, Business, Network, and Vendors.
• Monitor production systems, batch jobs, interfaces, and integrations.
• Support application deployments, patch releases, upgrades, and post-deployment validations.
• Drive automation initiatives to improve support efficiency.
• Prepare operational dashboards, service reports, and executive summaries.
• Participate in change management, release management, and problem management activities.
• Mentor junior support engineers and provide technical leadership.
• Ensure adherence to SLAs, KPIs, ITIL processes, and operational governance.

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.

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
• DevOps Tools: Jenkins, Git, Azure DevOps, GitLab, Bamboo
• CI CD Pipeline Management
• Docker and Kubernetes
• Cloud Platforms (AWS, Azure, GCP)
• Splunk, ELK, Grafana, Prometheus
• Dynatrace, AppDynamics, New Relic
• Automation using Python or Shell Scripting
• Telecom Revenue Management