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To develop service operations troubleshooting, including cross-functional processes to maintain a technology edge and achieve operational efficiencies and service uptimes.
To provide input to the Charging Systems, Mediation, and Roaming strategies and architecture from an operational perspective.
To implement the plans related to Charging Systems and Mediation product and service operations including but not limited to IN, ESB, ENM, Interconnect, Roaming, Co-operate subscribers, PPMS, and PCRF.
To ensure the ongoing operation, stability, and availability of Charging service to meet business requirements.
To develop the framework for the operational management of Charging Systems, products, and services, including fault, configuration, performance, and change management.
To translate business expectations into service SLAs and then develop, measure, and monitor system SLAs to ensure agreed service levels are met and exceeded concerning internal and external customer expectations.
To collaborate with the network teams and all other related teams to ensure the integration of different systems, applications, and nodes.
To manage contacts and escalation procedures to ensure effective communication with NOC (Network Operation Centre) about the impact of new or improved products, services, and platforms.
To communicate with different business teams in case of any major issue and inform them to ensure rapid response and appropriate customer support.
To manage Charging Systems service second line support and provide guidance and direction for vendors first line support to enable efficient operation of the Charging team and appropriate fault handling and escalation procedures and practice
To lead development and/or use of tools to optimize system management through automation.
To ensure performance of Charging Systems, deliverables are monitored and investigated for performance and functionality issues.
To ensure compliance of all service operations with all regulatory, financial, commercial, and business requirements (e.g., security policies, security and revenue assurance within defined parameters).
To ensure Charging system expansions, upgrades, software implementation and license renewals, and new product and service provisioning are carried out according to schedule and agreed quality standards.
To analyze industry trends regarding service operations in Charging systems and highlight internal development areas.
To influence the outsourcing partners to deliver the services and deploy the resources as per MTN Irancell’s business needs.
To integrate different outsourcing partners and act as a mediator to resolve conflicts among them.
To facilitate cross-functioning teams’ communication, including members from MTN Irancell and outsourcing partners.
To ensure maximum efficiency of the department’s ability to provide support and service to the business.
To ensure effective troubleshooting procedures are in place and utilized by skilled and motivated resources.
To ensure support documentation is sufficiently detailed and up-to-date to ensure business continuity and prevent over-reliance on a few individuals.
To monitor integration and acceptance testing of all assigned Charging projects.
To manage daily queries, incidents, requests, and faults management, analyze root causes of problems, and make sure they are all resolved in collaboration with other internal/external teams.
To manage and handle manage service team requests and concerns.
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Billing & Charging Manager
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