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.