Billing Engineer/ Operations Engineer

Role Purpose

Provide hands-on operational support for telecom digital platforms while contributing to runbook automation, monitoring improvements, and operational analytics. The role focuses on efficient incident resolution, data troubleshooting, and automation of repetitive support tasks.

Key Responsibilities

• Investigate and resolve L2/L3 production incidents across application, API, and database layers
• Monitor system health and respond to alerts from Dynatrace, CloudWatch, and monitoring tools
• Perform root cause analysis using application logs, database queries, and telemetry data
• Execute operational tasks using runbooks and automated workflows
• Assist in creating automation scripts for common operational tasks
• Support ServiceNow incident lifecycle management including triage, updates, and closure
• Work with third-party vendors and integration systems to resolve operational issues
• Maintain knowledge base documentation and operational playbooks
• Support data analysis for incident trends and operational improvement initiatives

Required Technical Skills & Experience

• 4–6 years experience in Application Support or Production Support
• Experience troubleshooting telecom or digital service platforms
• Strong SQL query skills for data validation and incident diagnostics
• Basic familiarity with AWS services and monitoring tools
• Experience using ServiceNow ticketing workflows
• Exposure to log analysis, API troubleshooting, and data validation
• Knowledge of scripting or automation tools is an advantage

Required Functional Skills (Telecom Domain)

• Strong understanding of telecom BSS concepts including Billing, Charging, Subscription Management, and Order Management
• Experience with proration, recurring charges, usage-based billing, and invoice lifecycle
• Experience handling production issues related to billing discrepancies, failed activations, and subscription errors
• Ability to analyse order-to-cash flows across integrated telecom systems

Nice to Have

• Knowledge of promotions, discounts, bundles, and offer configuration
• Understanding of customer lifecycle, plan migrations, and account management
• Familiarity with payment processing, recharge/top-up flows, and financial transactions