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About this opportunity :
We are looking for an BSS L2 SME. This role is responsible for advanced support, incident and problem management, deep troubleshooting, RCA, and functional ownership of Netcracker Convergent Billing & Rating platforms. You will ensure that billing and charging services are continuously available, accurate, and performing within agreed SLA/OLA targets.
What you will do :
Production Support & Incident Management
- Act as L2 SME for NetCracker Convergent Billing & Rating.
- Handle P1/P2 incidents, perform impact assessment, and drive resolution end-to-end.
- Perform root cause analysis (RCA) and produce post-incident reports.
- Provide expert-level support for complex rating, billing and charging defects.
- Ensure SLA/OLA compliance for application availability and ticket resolution.
Troubleshooting, analyzing and resolving issues across :
- Product charging
- Event summaries
- Apply payments & adjustments
- One-time charges
- Discounts (event & product level)
- Taxation & itemization
- Late payment generation
- Bill details & formatting
- Troubleshoot CDR ingestion, mediation, rating, billing and invoice generation issues.
- Validate data consistency across Product Catalog, Product Offering (PO), Product Structure (PS), Rating Engine and Billing Engine.
- Support complex scenarios such as split charging, bill shock, taxation errors and discount misapplication.
Monitoring & Proactive Operations
- Monitor production systems for performance, stability and data integrity.
- Act on alerts from monitoring tools and traffic anomalies between upstream and downstream systems.
- Proactively identify recurring issues and drive permanent fixes.
Stakeholder, Vendor & Team Coordination
- Act as the onshore escalation point for L1 and offshore L2/L3 teams.
- Coordinate with IT, network, mediation and integration teams.
- Work with NetCracker product support for defect resolution and patches.
- Interface with business teams during major incidents and billing cycles.
- Participate in CAB, incident review and service governance meetings.
Change, Release & UAT Support
- Validate configuration changes, hotfixes and patches.
- Support UAT, regression testing and production releases.
- Ensure adherence to ITIL-based change and deployment processes.
Documentation & Knowledge Management
- Maintain runbooks, SOPs and known-error databases.
- Document RCA findings and troubleshooting procedures.
- Mentor and upskill L1 engineers.
What you will bring :
- Education: BSc in Telecommunications, Computer Science or equivalent.
- 8+ years of experience in Telecom BSS and NetCracker Convergent Rating & Billing.
- Hands on experience in Product Catalog, Product Offering (PO), Product Structure (PS), Rule Engine, Discounts & Promotions, Rating Engine, Billing Engine, Bill formatting & invoice lifecycle
- Deep understanding of Event analysis, Split charging, Bill shock, Taxation module, Adjustments & corrections
- Experience supporting end-to-end Order-to-Cash (O2C) flows.
- Strong debugging and problem-solving skills.
- Experience with REST/SOAP APIs, mediation, and ESB layers.
- Ability to read and analyze NetCracker logs and CDR flows.
- Strong Unix/Linux skills; shell scripting knowledge.
- Basic–intermediate SQL for data analysis and issue diagnosis.
- Scripting in Java and JavaScript.
- Knowledge of SSL certificates and security configuration.
- Strong understanding of ITIL processes (Incident, Problem & Change).
- Proven experience handling P1/P2 production incidents.
- Experience with tools such as ServiceNow, Remedy, or JIRA.
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