BSS L2 SME

Role Overview

Ericsson is seeking a BSS L2 SME (Subject Matter Expert). This role is responsible for advanced support, incident and problem management, deep troubleshooting, Root Cause Analysis (RCA), and functional ownership of Netcracker Convergent Billing & Rating platforms. The primary objective is to ensure that billing and charging services are continuously available, accurate, and performing within agreed SLA/OLA targets.

Key Responsibilities

Production Support & Incident Management

• Act as the Level 2 Subject Matter Expert for NetCracker Convergent Billing & Rating.
• Handle P1/P2 incidents, perform impact assessment, and drive resolution end-to-end.
• Perform root cause analysis (RCA) and produce post-incident reports.
• Provide expert-level support for complex rating, billing, and charging defects.
• Ensure SLA/OLA compliance for application availability and ticket resolution.

Troubleshooting and Issue Resolution

• Analyze and resolve issues across product charging, event summaries, payments, adjustments, and one-time charges.
• Manage discounts (event & product level), taxation, itemization, and late payment generation.
• Troubleshoot CDR ingestion, mediation, rating, billing, and invoice generation issues.
• Validate data consistency across Product Catalog, Product Offering (PO), Product Structure (PS), Rating Engine, and Billing Engine.
• Support complex scenarios such as split charging, bill shock, taxation errors, and discount misapplication.

Monitoring & Proactive Operations

• Monitor production systems for performance, stability, and data integrity.
• Act on alerts from monitoring tools and traffic anomalies between upstream and downstream systems.
• Proactively identify recurring issues and drive permanent fixes.

Stakeholder & Team Coordination

• Act as the onshore escalation point for L1 and offshore L2/L3 teams.
• Coordinate with IT, network, mediation, and integration teams.
• Work with NetCracker product support for defect resolution and patches.
• Interface with business teams during major incidents and billing cycles.
• Participate in CAB, incident review, and service governance meetings.

Change, Release & UAT Support

• Validate configuration changes, hotfixes, and patches.
• Support UAT, regression testing, and production releases.
• Ensure adherence to ITIL-based change and deployment processes.

Documentation & Knowledge Management

• Maintain runbooks, SOPs, and known-error databases.
• Document RCA findings and troubleshooting procedures.
• Mentor and upskill L1 engineers.

Requirements and Skills

• Education: BSc in Telecommunications, Computer Science or equivalent.
• Experience: 8+ years of experience in Telecom BSS and NetCracker Convergent Rating & Billing.
• Technical Expertise: Hands-on experience in Product Catalog, Product Offering (PO), Product Structure (PS), Rule Engine, Discounts & Promotions, Rating Engine, Billing Engine, Bill formatting & invoice lifecycle.
• Domain Knowledge: Deep understanding of Event analysis, Split charging, Bill shock, Taxation module, Adjustments & corrections.
• Process Knowledge: Experience supporting end-to-end Order-to-Cash (O2C) flows and strong understanding of ITIL processes (Incident, Problem & Change).
• Technical Skills: Strong Unix/Linux skills; shell scripting knowledge; basic–intermediate SQL for data analysis; scripting in Java and JavaScript.
• Integrations: Experience with REST/SOAP APIs, mediation, and ESB layers; knowledge of SSL certificates and security configuration.
• Tools: Experience with ServiceNow, Remedy, or JIRA.
• Analytical Skills: Strong debugging and problem-solving skills with the ability to read and analyze NetCracker logs and CDR flows.