Single View Operations Expert Full Time NEW

Key Responsibilities

• Execute and monitor end-to-end billing runs
• Validate rating, charging, and invoicing processes
• Ensure billing completion within SLA timelines
• Perform bill validation and reconciliation checks
• Investigate and resolve billing discrepancies
• Troubleshoot rating, taxation, invoicing, and payment issues
• Monitor scheduled batch jobs and Unix scripts
• Maintain job scheduling tools (e.g., Control-M, Autosys)
• Handle incidents as per ITIL framework
• Support minor configuration changes in production
• Participate in change deployments and release validation
• Prepare impact analysis for production fixes
• Generate daily/weekly billing health reports
• Perform revenue reconciliation
• Support audit and compliance requirements
• Maintain operational documentation and SOPs
• Provide L2 support and operations for the SingleView application environment: manage and resolve escalated incidents and service requests.
• Monitor application performance, system metrics, logs, alerts and proactively identify risks or issues.
• Perform root cause analysis (RCA) on recurring issues and drive corrective / preventive actions.
• Coordinate with cross-functional teams (QA, Product, Infrastructure) to ensure timely resolution of defects or production issues.
• Ensure service-level agreements (SLAs) and key performance indicators (KPIs) are met for uptime, response time, resolution time.
• Maintain/update standard operating procedures (SOPs), knowledge base articles, and run-books for incident handling.
• Participate in change management: evaluate impact of changes, validate post-change health and rollback if needed.
• Support on-call / shift rotations (if required) to provide 24×7 coverage or extended hours operation.
• Provide status updates, reports, dashboards to management; escalate when thresholds are violated.
• Continuously review & improve operational processes, tools, automation to reduce manual effort and improve reliability.

Required Skills & Qualifications

• Bachelor’s degree in Computer Science, Engineering or a related discipline (or equivalent experience).
• Typically 8–10 years of experience in L2 support / operations / application support roles.
• Strong hands-on experience with CSG Singleview (Production Environment)
• Oracle SQL (query writing & data analysis)
• Basic PL/SQL knowledge
• Unix/Linux commands
• Shell scripting (basic troubleshooting level)
• Log analysis skills
• Telecom billing lifecycle (Rating → Billing → Invoicing → Payments)
• Prepaid & Postpaid concepts
• Mediation and charging basics
• Revenue assurance concepts
• Understanding of SLAs and KPIs
• Strong technical troubleshooting skills: understand logs, application stacks, databases, networking, integrations.
• Familiarity with the SingleView platform or similar billing/CRM/ERP/mediation system is a plus.
• Experience with incident management tools, monitoring tools, ticketing systems (e.g. Remedy/ServiceNow/JIRA).
• Good communication skills: ability to liaise with technical and non-technical stakeholders.
• Ability to work in shifts / 24×7 environment if required.
• Analytical mind-set, able to perform root cause analysis and propose process improvements.
• Preferably knowledge of scripting / automation (e.g., shell, Python) and system tools.

Preferred / Nice-to-Have

• Certifications in ITIL / Incident / Change management.
• Understanding of telecom / billing domain (if SingleView is used in that context).
• Experience in global support operations across time zones.