Charging & Billing Technical Expert
Etisalat
مجموع سنوات الخبرة :18 years, 3 أشهر
Responsible for Charging, Rating and Billing systems, ensuring proper service availability and performance to meet the company KPIs. Handle capacity assessments, design new service solutions, expansion and upgrade projects. Implement the needed health checks and KPIs to measure service availability and performance. Investigate production issues and analysis revenue drop/leakage cases. Have a solid experience in services support, system analysis, managing vendors, participated in putting IT solutions. Experienced in communicating with different business users of different departments to discuss production services enhancements and chronic problems. feasibility and the impacted IT systems.
•Handle Bill Cycle review committee activities to ensure accuracy for postpaid customers’ bills and ensure good customer experience and no revenue loss cases happened.
•Handle Bill Cycle actual run and reconciliation activities to ensure accuracy of BC process output to avoid customers complains and revenue loss cases as IT owner for the Bill Cycle process.
•Participate in putting solution designs for business requirements.
•Participate in task forces to achieve\Solve business goals\issues.
•Administrate over 100 servers for revenue streams nodes such as (CCN, SDP, AIR, SAPC, Rating, Roaming, Billing)
•Implement configurations on the systems for supporting the commercial projects launches.
•Develop advanced monitoring scripts for 24/7 monitoring for the company revenue streams nodes to take proactive actions to secure company revenue.
•Develop automation tools for handling operation actions needed for maintaining availability/accuracy for the revenue streams nodes.
•Investigating revenue leakage cases raised by RA team to catch issues in solutions/systems causing revenue loss for the company.
•Handle needed corrective actions to fix the revenue loss cases to be charged correctly.
•Full Responsibility of Performing System Upgrades & Making Sure that minimum impact on the production streams & on company revenue & making sure that all new features & performance enhancement will directly impact our company's revenue & systems availability KPIs.
•Ensure availability/performance for the revenue streams systems.
•Review solutions for new projects to ensure minimum risks on our revenue streams and provide best customer experience.
•Extract need systems KPIs for management to ensure revenues trends and revenue streams systems performance for making sure it is fully aligned with the company strategy.
Achievements:
•Currently participating in BSCS4 upgrade project as SPOC from application support side.
•Revamp Rating modules rejections extractions jobs which load rating rejections into a database enhancing its performance from finishing in 2 days to finish in only 2 hours, recoded the jobs converting it from Java application into shell scripts.
•Developed a tool to automatically convert TAP out files into TAP notification files and re-send them to the data clearing house.
•Participated in developing a tool to rerate wrong rated inbound roamers TAPs and generate new TAPs with he correct rated values.
•Develop automated tool to fairly distribute XMLs by their size over stream servers to accelerate generation of PDFs.
•Develop automation scripts for the bill cycle reconciliation activities to ensure accuracy of Bill Cycle outputs.
•Handle planning & vendor management to rollout of SDPs ICP level upgrade.
•Handle STP node phasing out from all IN nodes project.
•Handle SDPs ranges migrations to support rollout of new SDPs and offloading of old ones.
•Develop a health check to monitor all CIP\DCIP peers of all SDPs.
•Develop java tools to retrieve information/take actions on customers profile on SDPs through firing UCIP requests on AIR, tools supports taking actions on Million customers in a short period to support commercial projects.
•Handle EMM upgrades and acceptance for the new sites.
Providing support service for customer care & retails supporting applications and subscription services
applications, ensuring services availability, implementing health checks, implementing automation jobs,
handling customer complaints and provide reports and KPIs to management.
B u s i n e s s a pp li c a t i o n s s u p p o r t - R o l es a n d R e s p o n s i b ilit ies
Providing support for Etisalat retail dials reservation applications & help facilitate smooth operations.
Providing support for Etisalat customer care supporting applications helping customer care teams
to view customer profiles on IN & Billing systems and provide the customer with following
services (Migration, Reporting, Subscription, … ) .
Handling monthly postpaid migration jobs and provide customer care back office teams with needed
reports to take any corrective actions needed.
Provide support for Etisalat order management system to enable customers to subscribe in different
Etisalat offers.
Assessing customer’s requirements feasibility and participate in translating it into a technical solution with best design across all platforms to fulfill the customer’s requirements. putting many complaints handling processes along with marketing and Customer Care teams to ensure best customer experience. Participated in many committees to put solutions for critical business services facing problems in launching. Conducting periodic meetings with business users to get their feedback regarding the current launched services and to agree about the needed enhancements to provide the best customer experience. Participating in designing, deploying, supporting many business
services/products touching components across many enterprise applications. Investigating many complicated productions issues across different layers and got experience on how good design should be and what common design mistakes that should be avoided.
Managing Network inventory management system holding all GSM and Data networks equipment. Used by technical department teams in planning, analyzing and tracking Etisalat network equipment.
Have a good knowledge about different GSM and Data network components (BTS, BSC, MSC, RNC, GGSN, SGSN, SMSC, MMSC, SASN, ..) and about OSS/BSS systems (BSCS, CMS, BGH, Stream Server, HLR, VLR,
EMA, AIR, MINSAT, PCRF, ..).
Lead the team to provide support services for the following SMS services and engineering applications :
Bulk SMS & campaign management applications.
Inquiry SMS short codes services.
Network KPIs measuring & monitoring services.
Monitoring system.
Engineering application - R o l es & r e s p o n s i b ilit ies
Monitor & tune SMS application parameters and integration parameters with SMSC to reach highest
sending rates to achieve business targets.
Control changes on production environment to ensure suitable deployment time and sequence.
Develop health checks to monitor production systems to ensure high availability and correct functionality
and catch any problems before impacting the customers.
Develop self services to be provided to business users to facilitate their work and offload support team
from operational request.
Provide Management with the team performance KPIs (Trouble Tickets, Change Requests, Health Checks
and Self Services )
Handle systems outages, investigates the reason behind the outages from all perspective targeting
minimizing the outage times and take a corrective/ work around/ preventive actions.
Handle with systems owners, vendors, development teams getting the proper handover documents and
handover sessions on the new changes and getting fixes for open issues as fast appropriate.
Provides 2nd and 3rd line support service for DWH, Reconciliation, Risk Management systems for a banking
account (ABN AMRO bank at U.S.A). Monitors availability and functionality of the system, takes the needed
corrective actions to fix the production issues, develops shell scripts/Perl scripts and ASP reports to avail DWH
reports requested by the customers. Got good experience in Unix shell scripting, Perl, HP-UX, ASP and Sybase.
Develop system for automating hospitals operations including patients reservation, managing patients history, importing patients reports features and different doctors support features. Got good experience in developing java desktop applications.
2005-2006 CSADP (UNIX) Combined software application development program from ITI (Information Technology Institute) - UNIX department focused on the following subjects (UNIX Administration , UNIX Shell programming, Network Security, UNIX System Programming, Perl, Java, J2ee,J2me, ORACLE PL/SQL ,ORACLE 10g administration, Data Modeling ,UML, Java ,XML, .. ).
2002-2003 Faculty of computer and information/Helwan University [Cairo, Egypt] {Bachelor of Computers and information, computer science major} very Good with honor (%80.1),studies focused on (Data structures, Artificial Intelligence, Software Engineering and UML, Database Concepts And Design, Network Architecture (LANs & WANs), Operating System Concepts, C#,Java,C++, ..)