Job Description
Who we are
VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture
About this role
We are seeking a skilled Senior Billing Operations Support Engineer to provide hands-on L2 Application Operations support across telecom billing platforms. This role focuses on ensuring reliable bill-cycle execution, invoice processing, call/CDR processing, discrepancy management and operational excellence within a production environment. The successful candidate will play a key role in maintaining service availability, restoring incidents, improving observability, driving automation and supporting billing accuracy through proactive monitoring, validation and reconciliation activities. This opportunity is based in Pune and is suited to individuals with strong Telecom IT, BSS or enterprise billing operations experience and a passion for continual service improvement.
What you will do
Billing Operations & Bill Run Processing
- Own the day-to-day operational health and technical support of billing processes within the assigned service scope.
- Execute and monitor pre-bill checks, bill preparation, bill production, bill generation, customer notifications and bill-cycle closure activities.
- Troubleshoot bill-run failures, rejected accounts, long-running jobs, database constraints, capacity limitations, scheduler issues and billing exceptions.
- Perform post-bill validation, billed-account verification, amount reconciliations and exception management to ensure accurate cycle closure.
Invoice Posting & Downstream Processing
- Monitor invoice generation, validation, posting, extraction and downstream delivery processes.
- Investigate invoice rejections, posting failures, missing outputs, balance mismatches and invoice data issues.
- Coordinate operational recovery and issue resolution within agreed service targets.
Call / CDR Processing
- Monitor call, event and CDR processing, rating and re-rating activities.
- Manage suspended or rejected records, processing backlogs and delayed usage affecting billing cycles.
- Troubleshoot processing-chain issues, validation failures, sequencing challenges, capacity concerns and data-quality exceptions.
Discrepancy Management & Billing Assurance
- Analyse discrepancies across customer, product, pricing, discount, billing profile, usage, invoice, payment and accounts receivable data.
- Conduct or coordinate reconciliations across CRM, mediation, billing, invoicing and downstream platforms.
- Track exceptions through to resolution and identify recurring patterns that may impact billing accuracy or revenue assurance.
Incident, Problem, SLA & Service Management
- Lead L2 incident triage and service restoration activities for billing-related incidents.
- Escalate complex issues to L3 support teams or vendors where required.
- Perform root cause analysis, maintain known-error records and implement corrective actions.
- Monitor SLA and KPI performance, operational risks, incident ageing and backlog trends.
Automation, AI & Continual Improvement
- Automate recurring operational activities including reconciliations, health checks, monitoring, reporting and validations using Shell scripting, SQL and approved automation tools.
- Enhance dashboards, observability solutions and proactive alerting capabilities.
- Leverage approved AI and AIOps capabilities for anomaly detection, event correlation, knowledge retrieval, incident triage and root cause analysis support.
- Contribute to continual improvement initiatives focused on operational efficiency, billing accuracy and reduced manual effort.
Operational Governance & Knowledge Management
- Provide operational updates covering bill-cycle progress, incidents, service performance and improvement initiatives.
- Maintain runbooks, operational procedures, billing calendars, reconciliation controls, recovery processes and audit evidence.
Who you are
Essential Experience
- 4+ years of Telecom IT, BSS or enterprise billing Application Operations experience with strong production support responsibility.
- Demonstrated experience in bill run processing, invoice posting and processing, call/CDR processing and billing discrepancy management.
- Experience analysing billing failures, processing backlogs, invoice exceptions and reconciliation issues across multiple systems.
- Strong experience in SLA-driven Incident, Problem, Change and Service Request management.
- Proven experience supporting priority incidents and conducting root cause analysis.
Technical Skills
- Hands-on experience with telecom billing platforms such as Oracle BRM, Amdocs, Kenan, Geneva/SingleView, BSCS or equivalent solutions.
- Strong Unix/Linux administration and Shell scripting expertise.
- Strong Oracle SQL and PL/SQL skills for troubleshooting, reporting, reconciliation and automation.
- Experience with batch processing, schedulers, file management, database performance analysis and log investigation.
- Understanding of interfaces across CRM, mediation, billing, invoicing, payment, reporting and document management systems.
Monitoring & Observability
- Experience with monitoring tools such as Dynatrace, AppDynamics, Kibana, Splunk, Datadog, Grafana, Zabbix or equivalent platforms.
- Knowledge of proactive monitoring, dashboard management, event correlation and alert optimisation.
Additional Knowledge
- ITIL principles and service management practices.
- Billing assurance, operational controls, auditing and reconciliation processes.
- Understanding of SRE concepts, capacity management and service resilience.
- Exposure to cloud, container platforms or AIOps technologies is desirable.
Qualifications
- Bachelor’s degree or equivalent relevant professional experience.
- ITIL certification and billing platform certifications are advantageous.
Not a perfect fit
Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.
What’s in it for you
- Opportunity to work on large-scale telecom billing and revenue platforms supporting critical business operations.
- Exposure to end-to-end billing ecosystems including CRM, mediation, billing, invoicing and reporting domains.
- Hands-on involvement in operational transformation, automation and observability initiatives.
- Experience supporting business-critical billing cycles with direct impact on customer experience and service quality.
- Opportunities to collaborate with global stakeholders, vendors and technology teams.
- Involvement in AI and AIOps adoption programmes that enhance operational excellence and efficiency.
What skills you will learn
- Advanced telecom billing operations and billing assurance practices.
- Invoice lifecycle management and downstream processing optimisation.
- Telecom call and CDR processing management and troubleshooting.
- Automation development using Shell scripting, SQL and operational tooling.
- Monitoring, observability and AIOps implementation techniques.
- Root cause analysis, operational governance and service reliability practices.
- Cross-functional coordination across CRM, mediation, billing, finance and reporting ecosystems.
- Continuous improvement methodologies focused on reducing operational risk and improving customer outcomes.
VOIS Equal Opportunity Employer Commitment
Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.
Join us
At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.
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