Job description / Role Job Type
Full Time Job Location
Egypt Nationality
Any Nationality Salary
Not Specified Gender
Not Specified Arabic Fluency
Not Specified Job Function
General Management Company Industry
Telecoms About the role

Purpose of the job
Responsible for ensuring the resolution of incidents and subscriber complaints, as well as the rollout of new products, all within the established SLAs and KPIs. This will be achieved in a managed and optimized OPEX model for billing, mediation, rating, roaming, interconnect, middleware, and order fulfillment, along with their associated integrated systems.

Duties and responsibilities Commit and adapt to the annually developed strategic directions with full alignment with business and company objectives. Commit to department standards, policies, and procedures that apply to the function. Commit to understanding business needs and discussing solutions with both business and development teams. Ensure operational stability across billing modules for both GSM and DSL services to ensure compliance with the planned performance and assure no revenue loss, managing bill cycle activities from bill cycle review with the finance team to invoice delivery through different streams. Member of a third level of complaint handling team that is aware of billing and rating systems and the integration with the integrated systems EAI (Enterprise Architecture Integration) and other systems (e.g., IN, HLR). Participate in the acceptance of new products and services. Act as a team lead for other team members and guide them to fulfill their responsibilities regarding solutions at hand and processes. Evaluate, agree, commit, and ensure SLAs/KPIs are met that govern the availability, delivery, and resolution response time according to the business need and the available budget and resources. Perform support activities to ensure system functional and operational stability by providing short-term and quick fixes and/or workarounds. Act as 1st and 2nd level support by accepting, evaluating, and solving operational problems and customer complaints and requests from finance, marketing, and customer service teams, and also redistributing those cases to other team members. Resolve subscriber complaints and incidents related to services-based solutions/applications supported by the team within the predefined SLAs/KPIs. Responsible for regular reporting on the performance, incidents, and status of the solutions/applications related to the team. Design, implement, and receive alarms related to billing solutions and related integrated systems, analyzing them against the actual implemented solution and its operational specifications. Design a solution to radically resolve open issues that would be implemented in cooperation with billing, operations support teams, and their vendors. Provide workarounds for open issues related to billing solutions to minimize business and operational impacts until radical solution implementation. Run regular checks for system operational monitors and handle alarms generated out of those monitors as incidents. Act as the interface with all suppliers, development, and technology/business operational verticals to ensure resolution and/or fixes within the predefined SLAs, and also the interface for all users of the applications within his/her function. Perform/apply high-level performance measures to ensure consistent delivery and availability and to trigger any need for a solution redesign or capacity adjustment. Participate/assist in situation analysis and oversee timely problem solving. Deal, prioritize, and escalate open defects with suppliers and development verticals. Understand the business value of the platform, product, and service and make use of the understanding in the analysis and/or the resolution course of actions. Manage fixes needed for resolving reported incidents in alignment with IT change management processes. Generate incidents report and status as well as follow up with the team and vendor on the opened cases. Maintain proper documentation for operational procedures, business aspects, and technical design. Create a focus group from each domain to collect their inputs and feedback about the team responses. Recommend proactive courses of action to maintain smooth operations with minimum risk with respect to new changes. Responsible for changes and deployment for all systems/applications within his function and work on test scenarios and alignment between own team and the testing team. Assist in defining and producing operational metrics and trends for all solutions within his/her function. Create on-call schedule for all the team, deployment/outages requests, and services catalog. On-call 24 hours a day based on a rotation schedule that guarantees 24/7 on-call support coverage for all solutions operated. Commitment to system functionality and user satisfaction in rapidly growing and changing environments. Responsible to ensure that all the needed vendor support contracts are available for billing solutions in line with the optimized OPEX controls with the highest SLAs. Job specification

Education
Bachelor's degree in computer science, engineering, or related discipline with an IT focus is preferred.

Experience
Minimum 5 years of experience, 3 of which are relevant to experience in billing systems operations support concepts. Expert in Oracle database SQL and PL/SQL, UNIX operating systems, and IT solutions architecture. Good experience in data networks. Experience in implementation, operation, and maintenance of large-scale systems, preferably across multiple hardware and software platforms within the telecommunications industry. Experience in project management activities of development and operations projects. Demonstrated competency in executing one or more projects. Gained experience in managing resources to meet goals across projects.

Skills and abilities
Very good English both spoken and written. Advanced computer skills and information systems. Knowledge of business environment, change management, and IT processes. Ability to identify conflicts and facilitate resolution. Comfortable with making operational decisions, monitoring progress, and reporting results. Team developing, coaching abilities, and have very good teamwork spirit. Able to handle work under pressure. Able to manage operational problems and make timely decisions. Analytical thinking and problem determination capabilities.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.

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