Billing Support SME

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

Billing Support SME

The purpose of this role is to provide subject matter expertise to the Billing and payments support team.

Job Responsibilities:

• Provide oversight and guidance to the Billing support team that delivers below functions
  • Provide L1/L2/L3 support for Billing and payment applications.
  • Responsible for resolution of billing and payment incidents in accordance with established Service Level Agreements
  • Co-ordinate resolution of incidents with third parties that are responsible for applications in their scope
  • Carry out daily Application Health Check proactively to catch any symptoms that might lead to incidents and take measures proactively to avoid incident occurrence.
  • Monitor application alerts raised by the application monitoring platform and resolve issues as and when identified by the monitoring platform
  • Maintain up to date operational documentation, such as SOPs and application Runbooks
  • Conduct end-to-end testing of new functionality developed prior to rolling out to production.
• Monitor and review bill simulation run carried out by the Billing support team
• Monitor and review bill runs and payment run carried out by the Billing support team
• Monitor and review payment processing for credit card and direct debit payments, including the handling of payment reversals and rejects carried out by the Billing support team
• Participate in resolution of major incidents in accordance with established Service Level Agreements
• Co-ordinate resolution of major incidents with third parties that are responsible for applications in their scope
• Contribute to the impact and root cause analysis of the incident and publish findings in incident report.
• Perform analysis on frequently occurring issues and make service improvement recommendations to resolve such issues from occurring.
• Carry out simulation bill run and scheduled billing run, when required to support the billing team
• Responsible for deployment of application code or configuration changes in the production environment.
• Create or update knowledge articles.
• Maintain up to date operational documentation, such as SOPs and application Runbooks
• Responding to business user queries
• Identify Service improvement opportunities

Skills:

• Strong Telecom knowledge.
• Hands-on experience with supporting Billing and payment applications
• Hands-on experience in running billing process and payment processing
• Knowledge of ITIL framework, with required experience in incident management, change management
• Experience in Application Monitoring tools such as Nagios
• Experience in handling high priority incidents (crisis calls)
• Strong PostgreSQL and Oracle database knowledge
• Good English verbal communication skills with the ability to explain things in a clear and non-technical way.
• Strong attention to detail and the ability to deliver high quality work.
• Should have the ability to identify right prioritization of incidents, which requires in-depth domain knowledge.
• Should be able to switch between various tasks seamlessly.

Nice to have:

• ITSM v3/v4 foundation certification.
• Capable of analysing new requirements and provide solution delivery estimates.
• Strong knowledge of the entire software development lifecycle.

About NTT DATA

NTT DATA is a $30 billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long term success. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure and connectivity. We are one of the leading providers of digital and AI infrastructure in the world. NTT DATA is a part of NTT Group, which invests over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. Visit us at us.nttdata.com

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client's needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us.

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