**Role** : Billing Support Analyst (Grade 5 - 12) **Location** : India (preferably Bengaluru) **Description** : The purpose of this role is to support Billing and payment applications of MVNE (Mobile Virtual Network Enabler) platform hosted both on-prem and on cloud (AWS). This role is also responsible for managing billing and payment processing for the MVNE. **Job Responsibilities** : + Provide L1/L2/L3 support for Billing and payment applications. Support coverage is 24x7 with full support provided during Irish business hours and on on-call rota basis outside of Irish business hours, including weekends + Responsible for resolution of billing and payment incidents in accordance with established Service Level Agreements + Co-ordinate resolution of incidents with third parties that are responsible for applications in their scope + Carry out daily Application Health Check proactively to catch any symptoms that might lead to incidents and take measures proactively to avoid incident occurrence. + Monitor application alerts raised by the application monitoring platform and resolve issues as and when identified by the monitoring platform + Maintain up to date operational documentation, such as SOPs and application Runbooks + Conduct thorough impact and root cause analysis of the incident and publish findings in incident report. + Conduct end-to-end testing of new functionality developed prior to rolling out to production. + Perform analysis on frequently occurring issues and make service improvement recommendations to resolve such issues from occurring. + Responsible for SIM ordering process + Carry out bill simulation run and validation + Carry out scheduled billing run + Responsible for payment processing for credit card and direct debit payments, including the handling of payment reversals and rejects + Responsible for deployment of application code or configuration changes in the production environment. + Create or update knowledge articles based on the incident and problem learning. + Maintain up to date operational documentation, such as SOPs and application Runbooks + Responding to business user queries **Must Have Skills:** + Strong Telecom knowledge. + Hands-on experience with supporting Billing and payment applications + Hands-on experience in running billing process and payment processing + Knowledge of ITIL framework, with required experience in incident management, change management + Experience in Application Monitoring tools such as Nagios, Xymon and cloudwatch + Experience in handling high priority incidents (crisis calls) + Strong skills on **Java technologies vis-à-vis Springboot, React, SOAP-UI** web services, + Excellent skills in **Linux OS and shell scripting** + Strong **PostgreSQL and Oracle** database knowledge + Good English verbal communication skills with the ability to explain things in a clear and non-technical way. + Strong attention to detail and the ability to deliver high quality work. + Should have the ability to identify right prioritization of incidents, which requires in-depth domain knowledge. + Should be able to switch between various tasks seamlessly. **Nice to have** : + ITSM v3/v4 foundation certification. + Capable of analysing new requirements and provide solution delivery estimates. + Strong knowledge of the entire software development lifecycle. **Experience / Qualification** + Bachelor’s and/or Master’s degree in Computer Science, Engineering or related technical discipline. + 2 to 15+ years of IT professional experience within a global organization. + 2 to 15+ years of experience in Telecommunications service. + 2 to 15+ years of experience working as billing support analyst experience + Have a good understanding of application architecture, data architecture, infrastructure and business processes. **Qualities** : + Accountable for professional working behavior including, building and maintaining constructive working relationships, implementing proactive and concise communication, acting as a resource to colleagues, and engaging in collaborative thinking and problem solving while demonstrating CSGs core competencies and values. + Exercises independent judgment after considering alternatives. + Works under the general guidance of more senior members of the team with occasional consultation and collaboration. + Coordinates own tasks and those of junior team members to meet project schedules.