Billing and CC Applications Support Engineer
Etisalat egypt
Total years of experience :18 years, 8 Months
- Provide 24 hour on-call technical support to Etisalat Misr enterprise applications:
• Etisalat CC and Billing Application (LHS CX)
• Etisalat EAI System.
• Etisalat Billing System (BSCS IX)
• Etisalat Loyalty System.
• Etisalat PostPaid Balance Transfer System.
• Etisalat “KOL Yum Gded” Service Installation and Support.
- Respond to customer complaints and trouble tickets concerning Etisalat Misr (CC) within customer complain SLA.
- Provide ongoing technical maintenance and usage support of business applications in order to maintain their reliability and business benefits.
- Identify, diagnose and resolve system problems, Document, communicate, escalate technical issues and articulate business impact, Recommend and implement changes in systems / procedures to avoid recurrences of system failures.
- Coordinate with service delivery and development teams in installation and deployment system CRs and updates in order to meet business requirements and troubleshooting procedures.
- Generate systems performance reports and KPIs as required by HODs and management as a part of systems performance monitoring procedures and ensuring of normal system behavior.
- Provides 24 hour on-call technical support when assigned :
• Vodafone Egypt Prepaid Charging System.
• Ericsson CS4 prepaid system (SDP, AIR, MINSAT, VS, AF)
• Vodafone Egypt Charging System Interface Service.
• Vodafone Egypt Customer Care System.
- Provides technical support, to Vodafone customers, by performing a combination of debugging, problem duplication and testing to analyze, identify and resolve highly complex technical issues.
- Recommend problem resolution plans by developing trouble-shooting methodology, furnishing proper system configurations and recommending appropriate tools
- Escalate technical cases to specialized teams as appropriate.
- Coordinates with various Vodafone departments to resolve issues quickly, Interact with customer technical staff and operation engineers, service engineers and other groups within Service Delivery organization. Interact with groups in sales, R&D, 3rd Party suppliers in providing all services support activities to Vodafone's Charging services.
- Ensure customers SLA's are adhered to in relation to customer satisfaction targets, case responsiveness targets and overdue cases.
- Ensures that required operations processes are followed
- Configures and integrates different nodes and solutions in new and live customer networks.
- As Telecomax VAS is Ericsson Egypt sub-contractor, we worked on Ericsson IN swap project with Mobinil,
- Working on deployment and integration for WebCC and Marketing Database nodes, which are Mobinil’s customer care solution.
- Worked on integration for WebCC and other Ericsson services (AIR, SDP, DWS, EMM) Within Mobinil prepaid system.
- Worked with customer acceptance delivery procedure and support which was highly appreciated from customer side.
- Worked on installing and configuring new servers (SUN Microsystems’s Sunfire x4150 Servers).
- Administrating UNIX Solaris 10 OS and installation.
- Create and maintain UNIX Shell Scripting for doing health checks, application performance monitoring, ….etc
- Database design and administration including performing database backup, recovery, and replication (Oracle, My SQL).
- Performing hardware and software acceptance tests, Application installation and integration, customer support (troubleshooting and problem solving).
- Prepare solution deployment procedure documents, solution acceptance tests documents, handover documents.
- Performing solution acceptance with customer and service delivery, apply test procedures according to solution analysis, handling customer requirements and change requests.
Senior and Team Leader Oracle Database Developer , as writing the required stored procedures and functions, triggers, database design, maintenance and backup, using Oracle Development tools, PL/SQL Developer, Toad
Serving in the IT Department in OMA (Organization and Management Agency for the Armed Forces), as Database Developer and Administrator using MS SQL Server 2000, and MS VB.net in developing required software for management military activities, administrating and design military databases, design the required reports using crystal reports. .
using Oracle E-Business 11i (OM, PO and Inventory control modules), Oracle forms developer 10g and Oracle reports builder 6i & 10g.(9/2005 - 1/2006).