Job Description

Job Summary

• Role Overview
• Telecom Expense Management (TEMS) is for managing telecom billing, expenses, inventory, and vendor coordination. The role focuses on providing Level 1 support, ensuring billing accuracy, optimizing telecom costs, and maintaining smooth operations across wireline and wireless telecom services in a global environment.

Key Responsibilities

Key Responsibilities

• Manage the end-to-end Telecom Expense Management lifecycle, including invoice validation, processing, and dispute resolution
• Work closely with mobile and telecom service providers for billing queries, plan management, and service requests
• Monitor and manage fixed-line voice, data, and wireless telecom expenses
• Provide L1 support to users for:
• Track, log, and monitor tickets related to erroneous invoices, EDI files, and ensure timely closure
• Perform invoice analysis to:
• Coordinate with vendors to resolve overbilling, payment discrepancies, and disputes
• Follow up with vendors for missing invoices and ensure timely receipt
• Manage procurement processes, including:
• Handle RMA (Return Merchandise Authorization) processes such as device replacement (phones, damaged equipment, etc.)
• Perform telecom cost optimization across wireline and wireless services
• Generate and maintain reports and dashboards for:
• Use and manage telco portals efficiently for operations and reporting

Skill Requirements

Required Skills & Experience

• 4–6+ years of experience in Telecom Expense Management (TEMS)
• Strong understanding of:
• Hands-on experience with TEMS platforms (e.g., Calero, Tangoe etc.)
• Experience in managing large telecom environments (5000+ users/devices preferred)
• Good knowledge of telecom billing systems and EDI processes
• Strong analytical, troubleshooting, and problem-solving skills

Key Technologies & Domain Knowledge

• Telecom Expense Management Platforms (Calero, Tangoe, etc.)
• Telecom technologies and terminologies:
• Billing & operations:
• Understanding of service provider connectivity and telecom infrastructure
• Power BI for reporting, data analysis, and dashboard creation.

Communication & Soft Skills

• Excellent verbal and written communication skills
• Ability to clearly articulate technical issues via phone, email, or in person
• Strong customer handling and stakeholder management skills
• Good problem analysis and decision-making ability
• Ability to work in a fast-paced, global team environment
• Strong attention to detail and ownership mindset

Work Environment & Requirements

• Willingness to work in a 24x7 rotational shift environment
• Ability to handle unforeseen situations and escalations
• Experience working with global customers and enterprise environments
• Strong focus on customer satisfaction and service delivery excellence

Preferred Qualifications

• Prior experience in telecom domain or managed services support
• Exposure to telecom cost optimization initiatives
• Experience with enterprise-scale telecom environments and reporting tools

Other Requirements

NA