Charging Support Tech Specialist

Job Description

Join Us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Role Purpose

• Operate and maintain the service management charging nodes based on daily working hours & on-call basis to solve individual or global internal/external customers complaints.
• Report and escalate the network problems according to the agreements & rules.
• Implement required network changes with minimal impact on the customers.
• Ensure charging KPIs are met via daily monitoring on the performance reports.
• Implement preventive actions and recovery plans for the impacted customers caused from the system outages.
• Roll out all the upgrades and packages applied on charging nodes.

Key Accountabilities & Decision Ownership

Business Management

• Apply the company security policies and rules across all the Charging like CCNs & OCCs.
• Ensure full alignment of the OLA & SLA with the internal or external parties.
• Proactive about business improvement, looking for better ways of doing things.

Operations

• Ensure proper monitoring to Charging nodes KPIs daily
• Setting the daily Housekeeping/Preventive maintenance to all Charging nodes
• Review the daily backup reports and take preventive actions for failed backup to all Charging nodes
• Initiate Charging technical problems report daily/weekly and ensure best services quality and availability for VFE customers
• Agree with the Charging expert on actions needed to enhance/maintain KPIs

Communication

• Issue detailed weekly/monthly performance and technical reports to & Charging Supervisor and align with the different development teams to provide solutions for enhancements.

Customer Satisfaction

• Monitor customer complaints and propose solutions or workarounds to isolate the customers’ experience.
• Ensure minimum cases violation for platinum and premium subscribers.

Enhancements

• Ensure that work is done according to VFE & Industry standards.
• Ensure running the business in conformance with company security policies.

Core Competencies, Knowledge, and Experience

Technical / Professional Expertise

• BSc in Communication, Computer Science
• Required hands-on experience with different operating systems (Unix, Linux,…) as system administrator
• Knowledge in Database maintenance and housekeeping (Oracle, MySql, …)
• Programming languages (Java, Perl, PHP, …)
• Knowledge of GSM/GPRS network structure.
• Preferable good knowledge with SS7 & TCP/IP.
• Very good command of Microsoft office.
• Preferable knowledge with IN concepts
• Preferable knowledge with Ericsson’s Charging (AIR, SDP, CCN,…) & Mediation (EMM) systems.

Financial (limits/mandates etc.)

• Revenue assurance.
• Financial fraud.

Non-financial (customers/staff etc)

• Staff
• VAS, IT, Core, Marketing, & Customer care.

Soft Skills

• Ability to work under stress.
• Ability to work extra hours (day or night) and on on-call basis
• Self-reliant, flexible and ability to work in different places.
• Excellent communication skills

Who we are

We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.

Together we can.