Billing Support Tech Lead

Role Purpose:

• Technical expert for Billing Support engineers and specialists providing L2 support for Technology & Business stakeholders.


• Responsible for the coordination, management, tracking of proactive & reactive operational activities and ensure that the services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.


• Manage the Billing system High Availability and Resilience and ensure least outage time with minimal customer impact.


• Observing and analysing repetitive problems and customer complaints and set action plan to avoid them.


• Continuously review and update monitoring and alarming procedures and ensure they are efficient and effective.


• Efficiently manage customers and escalations showing empathy, active listening and resolving issues.


• Review current processes and identify pain points to improve customer journey and operational efficiency.


• Ensure conforming to Vodafone's Security & Privacy policies and standards.

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Job Responsibility**
* Monitor Support team's daily activities and interactions.
* Review current manual jobs and automate them for higher productivity and effectiveness.
* Ensure Bill Cycles activities run and complete on the scheduled dates and within SLAs.
* Enhance Mean-time-to-Resolve (MTTR) of Trouble tickets.
* Ensure the team embraces automation and DevOps techniques.

Core Competencies and Technical Skills required:

Core competencies, knowledge and experience:
* Excellent oral and written communication skills.
* Having strong data-driven analytical skills.
* Creative and problem solver with a passion to provide excellent customer experience.
* Comfortable with a multi-tasking, high-energy environment.
* Flexible to adapt to a 24x7 operating environment.
* Experience in managing full application stacks from the OS up through custom applications.
* Exposure to Virtualization, Cloud Computing and Cybersecurity is a plus.
Must have technical / professional qualifications:
* Bachelor degree in Computer Science, Engineering or a related field.
* Experience in telco Billing systems
* ‎5+ years of Experience with Systems administration in Linux/Unix.
* ‎5+ years of Experience with Databases.
* Programming / scripting experience (Java, Perl, Python, …)
* Good knowledge in computer networks.
* Experience leading a technical team.
* Experience supporting a 24x7 production environment.