Billing Business Operation Sr. Specialist
NCBS
Total years of experience :16 years, 2 Months
Working in Mobily billing operation team as senior member specialized in rating
• Cleared and recycled calls that didn't load properly to the system due to various issues to minimize revenue loss. Reduced improperly loaded calls by over 90% through expert root cause analysis.
• Contributed to root cause analysis and solution development for preventing repeat occurrences of previous issues.
• Represented the Billings Operation during meetings with revenue assurance to answer questions to reconcile reports.
• Support in monthly bill cycle (consumer/corporate)
• I was part of billing system upgrade team representing operation especially for rating part (Upgrade BRM 7.4 to 7.5)
• Support in billing requests failures reconciliation and RCA
My working experience with IBM in Mobily project was between two systems. First one is Billing system and second one was IMS (Inventory management system).
Between 12/2012 and 10/2016, I was working in Billing system in Mobily which is the system used to rate, bill and generate invoices for all postpaid lines subscribers.
My responsibilities was rating administration part which is include below:
- Making sure that rating engine up and working efficiently so that we able to rate all customers calls on-time and load those calls to the system correctly, huge delay on rating the calls was not acceptable and effect customer experience.
- Clear and recycle all calls not loaded to the system, for different reasons some calls got error and not loaded into the system which cause revenue leakage. Before that part was missing so we start to analyze those calls find what is root cause for that and correct it. We able to reduce more than 90% as that part was missing for a time. We write scripts to generate daily report and scripts that correct expected issues so most of those calls got recycled. Some new scenarios happened from time to time that we analyze and fix the root cause to avoid the same in future. Also, monthly and weekly reports we share it with management and Revenue Assurance team to make sure that everything fixed on-time and under control.
- I was representing Billing Operation in meetings with revenue assurance and help them for all reports they ask to reconcile and make sure the system working properly, calls rated as per correct rate and discount applied properly
By Oct. 2016, I moved to another department under IT Operation which is IMS (Inventory Management system) that system owned by VC4 company and it is a powerful multi-user Operations Support System (OSS) that allows a business to register and manage a wide range of telecommunications networks and platforms in one central location. I work as system analyst who make sure the system always up and fine, working with network team to find any challenge they have in the system and analyze any issues we have and fix it. Some challenges needs vendor involvement so I take it with vendor to fix those issue like system hang or new features that need to be added. Also, taking care of connection needed between the system and network interfaces some cases we need to take it with Security and ask to open needed specific ports.
Mobily using Oracle Billing system, which is mainly two parts one is the rating engine and the second is infranet engine. I started my work in infranet taking care in failure happened in different requests failed like: line barring/unbarring, Add promotions requests, change plans, etc. After receiving those cases where the system sent failure reply to integration system I got those cases try to fix them manually and push the success reply messages.
Then, I work in infranet administration where I make sure that connection with all systems especially CRM that was happened throw java adaptors connected to integration system working properly. We got some connection issue where we need to make sure that our CM (connection manager) connected to the DB if not find the reason and fix immediately, monitoring jobs was in place to find any issue and send alarm.
After that I work in billing cycles, which happened twice a month one for consumer lines in 1st of the month and second in 7th for business lines. I work in this area almost three years in different parts and finally I lead that area. Bill cycle have many operation started with stopping the rating engine and then starting billing and invoicing scripts till send the XML files to print shop to print those invoices and upload it to the system as PDF file. I started working in this area as responsible for running billing/invoicing and monitor their performance. Before generating XML files that will be used to print invoices we make sure that all invoices are correct and have all required call and summary details. Then, after sending the XML we review and correct all failures happened in all bill cycle stages so that we can close the bill cycle maximum by two/three days.
Leading bill cycle area will not end with generating XML, as I need to make sure that the whole process going properly and customers got their bill on-time, I generate detailed reports for each stage with accurate duration and numbers. We made many enhancement in cycle performance which minimize execution time, that include working with Oracle to install batches and working with development team always to enhance the used code and adding new technology to transfer files between billing and print shops system as we talking about hundreds of gigabytes.
Also, I represent my team and work as part of new project for new interface system used by corporate to provide him online user friendly system that help them to know all details about their usage which services they used and how we charge them.
Finally, I take a force task to work with customer care in internet solution provided to corporate as there was a gap need to be corrected in their bills amount, always promotions and discounts given to those customers that we need to make sure it is applied and make sure that those customer who pays well get all support and correct bills on time.
It was worth experience I got in those year almost I work in all areas except rating part that I work on when I joined IBM in 2012. Bill cycle leading especially was great experience where challenges and pressure happened from top management as it is so important part where always customer complain about it and no mistakes accepted here. I am proud that I got thanks letters for work I did in this area from my managers and CIO.
It was good start with Wi-Max internet provider company which will be part of Mobily after that. As starter I take general overiew how thing done there and I assigned to billing system (Oracle BRM) which is connected with two system Siebel CRM and network. In billing system we keep data for the customers and type of internet solution they subscribe on it and when their subscription will be end. Customer connect to network system that fetch data from billing so trigger will be sent once customer subscription got expired and same if renewal happened throw Siebel CRM.