SSAM

Job Description

Scope of Role The role is accountable for handling incidents and service requests from end-users by following the standard methods and procedures for each application. Billing L2 Responsibilities Perform L2 Billing production activities (Plan, monitor, control and manage, etc. for all billing batch jobs in Control-M) Take end-to-end ownership and resolve all L2 billing production issues, acting as liaison between other IT teams if required to resolve the production issues Track and manage incidents assigned to L2 to ensure timely and effective resolution Facilitate mass error root cause analysis to ensure timely follow-up and proper closure of issue Proactively seek to minimize production issue or improve billing batch jobs performance (i.e. reduce recurring incidents, improve billing batch jobs run timeliness, etc.) Ensure service levels (SLA) for all billing batch jobs, Bill Fallouts, Incidents Resolution, etc. are met Provide off-hours support including weekend on rotation Experience and Skills required: Bachelor's degree in Science/IT/Computer Science or equivalent Minimal 2-3 years of experience in Production Support/Application Support, or equivalent (e.g. infrastructure, development, etc.). 4-6 years of similar experience for Senior position. Knowledgeable in Kenan FX 5.0s Data Model and Functionality (rating, discounting, bill generation, payment processing and journaling) Working experience in Unix/Linux, Shell scripts, Oracle SQL Knowledgeable in at programming language (Preferably C/C++) Knowledgeable in ITIL framework is preferred Sharp and tenacious troubleshooting skills, a great problem solver with the ability to take system problem and structure an action plan Ability to work independently or with minimal assistance. Very good English proficiency Role & responsibilities Preferred candidate profile Perks and benefits