About the Role

Department/Section:                        BSS/OSS & VAS Operations

Job Title:                                           Charging Operations Advance specialist

Reports to:                                         BSS/OSS & VAS Operations Manager

Job Purpose:

Accountable for effective and efficient operating and maintaining of ZAIN’s CS and its peripherals System & Knowledge so that to ensure high availability and reliability of the systems 

Accountable for support and satisfying Customer internal and external so that to exceed their expectations

Key Tasks/Accountabilities:

1. Managing MS team effectively. & validate MS’s provided data in terms of Service Level Management (SLM), KPIs.

2. Managing Suppliers and vendors

3. External and internal Customer Support    

4. Support business functions

5. Govern MS to insure Record and maintain system data models, processes, work-flows and configuration changes.

6. Adhere to processes, procedures, activities and systems for accurate recording and reporting of system operation, maintenance, outages and downtimes.

7. Liaise closely with internal customers & MS Team to ensure that un-planned outages to the CS system minimize the risk of de-stabilisation to the business.

8. Participate in Technology Business Planning cycle through identification of projects plans and provisioning of cost estimates.

9. Coordinate with vendor support problem reporting and facilitate any upgrade of charging software releases that are required to keep the business systems up to date and to minimize the risk of de-stabilising the business

   10.  Input into the development contingency plans to mitigate risks/issues as the Zain SD network expands and the business grows.

Typical Performance Measures:

• Quality of MS Team Contribution

• Effective MS Team lead

• Quality of relationships with internal customers/peers/vendor support

• Effectiveness of issue resolution/decision making/change control and risk management

• Delivery of outcomes to agreed quality standards and deadlines

• Adaptability of work plans/resources in response to change

• Consistency and Quality of running services and solutions

• Effectiveness of Customer Care departments “first point of contact” resolution

• Responsible for company assets such as vehicles, IT equipment and PC’s

Dimensions:

• Reports to BSS/ OSS and VAS Operations Manager.

• Responsible for company job related assets.

• Adhering to ITIL Processes.

What We Need From You

PERSON SPECIFICATION

Qualifications/Experience:

• BSC in Computer/Telecommunication Engineering or Computer science

• Previous experience in  managing  Prepaid  systems (Ericsson CS5)

• Previous experience in management or leaderships roles

• Mobile Telecommunications background desirable

• Fluent in Arabic and English.

• 2 years’ experience 

Knowledge:

• In-depth knowledge of real time charging applications.

• Good understanding of best practice Change Management processes and methodologies

• Excellent understanding of business processes, fraud management and business rules

• Understanding of the relevant regulatory, legal and other contextual factors impacting on the successful operation of Charging systems

• Understanding of GSM mobile operations, products and services

• Knowledge transfer

Skills:

• Ability to interpret and apply best practice methods/processes

• Excellent innumeracy and analytical skills

• Management of external suppliers and software/hardware vendors

• Conflict handling and resolution skills

• Change management

• Highly developed communication and reporting skills (verbal and written) in both Arabic and English

• Ability to impart knowledge to others in a 1-2-1 and 1-2-many environment

Key Behaviours for Success:

• Analytical Thinking and Problem Solving

• Creative thinker

• Forward Planning

• Results Drive

• Concern for Standards/Efficiency

• Being Collaborative

• Tenacity, Resilience and Self Management