About this opportunity :

We are looking for an BSS L2 SME. This role is responsible for advanced support, incident and problem management, deep troubleshooting, RCA, and functional ownership of Netcracker Convergent Billing & Rating platforms. You will ensure that billing and charging services are continuously available, accurate, and performing within agreed SLA/OLA targets.

What you will do :

Production Support & Incident Management

• Act as L2 SME 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, analyzing and resolving issues across :

• Product charging
• Event summaries
• Apply payments & adjustments
• One-time charges
• Discounts (event & product level)
• Taxation & itemization
• Late payment generation
• Bill details & formatting
• 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, Vendor & 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.

What you will bring :

• Education: BSc in Telecommunications, Computer Science or equivalent.
• 8+ years of experience in Telecom BSS and NetCracker Convergent Rating & Billing.
• Hands on experience in Product Catalog, Product Offering (PO), Product Structure (PS), Rule Engine, Discounts & Promotions, Rating Engine, Billing Engine, Bill formatting & invoice lifecycle
• Deep understanding of Event analysis, Split charging, Bill shock, Taxation module, Adjustments & corrections
• Experience supporting end-to-end Order-to-Cash (O2C) flows.
• Strong debugging and problem-solving skills.
• Experience with REST/SOAP APIs, mediation, and ESB layers.
• Ability to read and analyze NetCracker logs and CDR flows.
• Strong Unix/Linux skills; shell scripting knowledge.
• Basic–intermediate SQL for data analysis and issue diagnosis.
• Scripting in Java and JavaScript.
• Knowledge of SSL certificates and security configuration.
• Strong understanding of ITIL processes (Incident, Problem & Change).
• Proven experience handling P1/P2 production incidents.
• Experience with tools such as ServiceNow, Remedy, or JIRA.

• Act as L2 SME 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.
• 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.
• 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.
• 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.
• Validate configuration changes, hotfixes and patches.
• Support UAT, regression testing and production releases.
• Ensure adherence to ITIL-based change and deployment processes.
• Maintain runbooks, SOPs and known-error databases.
• Document RCA findings and troubleshooting procedures.
• Mentor and upskill L1 engineers.

• NetCracker Convergent Billing & Rating
• Root Cause Analysis (RCA)
• Rating, Billing and Charging
• SLA/OLA compliance
• Product charging
• Event summaries
• Payments & adjustments
• One-time charges
• Discounts (event & product level)
• Taxation & itemization
• Late payment generation
• Bill details & formatting
• CDR ingestion, mediation, rating, billing and invoice generation
• Product Catalog, Product Offering (PO), Product Structure (PS), Rating Engine and Billing Engine data consistency
• Split charging, bill shock, taxation errors and discount misapplication troubleshooting
• Production system monitoring
• Alert handling
• Proactive issue identification and resolution
• Escalation management
• Team coordination
• Vendor coordination
• Business team interface
• CAB, incident review and service governance meeting participation
• Configuration change validation
• Hotfix and patch validation
• UAT and regression testing support
• Production release support
• ITIL processes (Incident, Problem & Change) adherence
• Runbook, SOP and known-error database maintenance
• Documentation of RCA findings and troubleshooting procedures
• Mentoring and upskilling L1 engineers
• Product Catalog, Product Offering (PO), Product Structure (PS), Rule Engine, Discounts & Promotions, Rating Engine, Billing Engine, Bill formatting & invoice lifecycle experience
• Event analysis, Split charging, Bill shock, Taxation module, Adjustments & corrections understanding
• Order-to-Cash (O2C) flows support
• Debugging and problem-solving
• REST/SOAP APIs, mediation, and ESB layers experience
• NetCracker logs and CDR flows analysis
• Unix/Linux skills
• Shell scripting knowledge
• SQL for data analysis and issue diagnosis
• Java and JavaScript scripting
• SSL certificates and security configuration knowledge
• ITIL processes understanding
• P1/P2 production incident handling
• ServiceNow, Remedy, or JIRA experience

• BSc in Telecommunications, Computer Science or equivalent.
• 8+ years of experience in Telecom BSS and NetCracker Convergent Rating & Billing.
• Hands on experience in Product Catalog, Product Offering (PO), Product Structure (PS), Rule Engine, Discounts & Promotions, Rating Engine, Billing Engine, Bill formatting & invoice lifecycle
• Deep understanding of Event analysis, Split charging, Bill shock, Taxation module, Adjustments & corrections
• Experience supporting end-to-end Order-to-Cash (O2C) flows.
• Strong debugging and problem-solving skills.
• Experience with REST/SOAP APIs, mediation, and ESB layers.
• Ability to read and analyze NetCracker logs and CDR flows.
• Strong Unix/Linux skills; shell scripting knowledge.
• Basic–intermediate SQL for data analysis and issue diagnosis.
• Scripting in Java and JavaScript.
• Knowledge of SSL certificates and security configuration.
• Strong understanding of ITIL processes (Incident, Problem & Change).
• Proven experience handling P1/P2 production incidents.
• Experience with tools such as ServiceNow, Remedy, or JIRA.