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Purpose: Settlement and Mediation Expert (L2 Support) role is responsible for providing advanced technical support and expertise for settlement and mediation systems within the telecom infrastructure, specifically focusing on Whale cloud BSS and ZTE core systems. The role involves resolving complex issues, performing in-depth troubleshooting, and ensuring the reliability and performance of mediation and settlement processes.

Responsibilities:

• Advanced Troubleshooting: Diagnose and resolve complex issues related to BSS systems that cannot be resolved by L1 support.
• Incident Management: Manage and resolve escalated incidents and ensure timely resolution in accordance with SLA commitments.
• System Optimization: Analyze system performance and recommend improvements to enhance the efficiency and reliability of mediation and settlement processes.
• Root Cause Analysis: Conduct thorough root cause analysis for recurring issues and implement permanent solutions.
• Configuration Management: Oversee and perform system configuration changes, updates, and patches.
• Collaboration: Work closely with L3 support, vendors, and other technical teams to resolve issues and implement solutions.
• Documentation: Maintain comprehensive documentation of all troubleshooting steps, configuration changes, and solutions implemented.
• Training and Mentoring: Provide guidance and training to L1 support staff to improve their troubleshooting skills and system knowledge.
• Compliance: Ensure all activities comply with regulatory requirements and company policies.
• SR Ticket Management: Oversee the lifecycle of service request (SR) tickets related to CRM systems, ensuring timely and effective resolution. Monitor SR ticket trends to identify recurring issues and implement proactive measures to reduce ticket volumes.
• Reporting: Generate detailed reports on system performance, incidents, and resolutions.
• This role may require participation in on-call rotations and availability for emergency maintenance activities. Additionally require to learn cross domain (example not limit to CRM, CBS, Core-N/W, etc).

• Minimum 3 to 5 years of experience, with a focus on settlement and mediation systems in the telecom industry.
• In-depth knowledge of Monitoring systems used in telecom industry.
• In-depth knowledge of BSS systems and ESS systems.
• Advanced proficiency in SQL and database management.
• Strong understanding of Unix/Linux operating systems.
• Comprehensive understanding of network protocols and telecom standards.