يوسف عبيد

• Led the digital transformation of utility billing solutions, including seamless AMR system integration to enhance billing accuracy.
• Enhanced processing time by 40% via automated flows for disc/recon, move-in/out, SD/NOC and estimated billing based on RSB regulations.
• Completed a one-year delayed payment gateway implementation, achieving a smooth go-live with no service
interruptions. Automated manual bank transfer processing, tripling transaction capacity and reducing operational headcount by two FTEs.
• Discovered a major internal fraud case through proactive data analysis and operational review, enabling swift executive action to mitigate financial exposure, and implemented additional controls to reduce the risk of future incidents and strengthen corporate integrity.
• Managed a team of 10 billing specialists and established essential processes, policies, and procedures to ensure operational efficiency and compliance.
• Supported cross-functional teams with tailored billing solutions.
• Oversaw incident and change management processes.

• Managed the BSS transformation program, covering full-stack components including CRM, BRM, Order Management, Unified Product Catalogue (UPC), Wholesale (Roaming & Interconnect), Inventory, eShop, eCare, and Notification Manager.
◦ Guided the Business Processes, FRs (Functional Requirements) and FSDs (Functional Solution Design).
◦ Created MTN Sudan UPC from scratch. It was a result of the joint collaboration with Marketing, EBU (Enterprise Business Unit) and Digital teams. 100% of commercial products were configured and reflected accurately on the target system by conducting intensive product rationalization exercises.
◦ Managed data migration, functional testing and UAT streams.
◦ Conducted data assurance & cleansing exercises.
• Managed end-to-end billing department operations and planning, ensuring optimal performance and consistently maintaining service availability with a KPI exceeding 99%.
• Implemented targeted revenue assurance controls, resulting in the successful closure of 70% of internal and external audit findings.
•Designed E2E solutions across Marketing, EBU, Digital and Sales functions, achieving a 96% implementation rate of commercial demands despite the legacy billing system being out of support.
•Optimized network provisioning traffic by merging data subscription and 4G/5G commands into a single unified command, reducing provisioning-related network traffic by 50%; improvement targeted data provisioning, which accounted for over 90% of total system traffic.
•Redesigned rental subscription, discount, and number management processes, closing gaps that caused missing rental charges, incorrect discount application, and Non-Mobility/Virtual MSISDN inconsistencies; led stakeholder collaboration, eliminated 90% of legacy discounts, and increased overall revenue by 6%.
•Monitored the following modules E2E: Provisioning, Credit Control Module, Interconnect, Roaming, Stock Management, Mobile Number Portability and Charging/Rating.
•Motivated, coached, and led a high-performing team of 8 billing specialists, developing their knowledge, skills, and capabilities to consistently achieve team objectives.
•Established and enforced SLAs/OLAs, enhancing operational reliability and service excellence.
•Ensured effective execution of core IT procedures—including Change, Demand, and Incident Management—achieving a 100% compliance rate.

Provisioning Module:
• Ensured successful execution of network commands for both Prepaid and Postpaid subscriptions to northbound network elements including OCS, HLR/HSS, PCRF, AUC, and SPS/MNP
• Configured and provisioned APNs in alignment with commercial requirements and network core team specifications.
Wholesale Billing (Roaming/Interconnect):
• Closely coordinated with the Data Clearing House (DCH) on TAP file transfers, ensuring 100% resolution of pending, missing, and rejected records within a 3-day KPI.
• Managed the NRTDE (Near Real-Time Data Exchange) flow, maintaining KPIs of a 4-hour interval for file exchange and processing times consistently under 15 minutes, ensuring timely and accurate data transmission.
• Configured new roaming partners (RPs) in the billing system to support seamless international service expansion.
• Conducted TAP test validations (IR32, IR24, IR35) to ensure roaming data accuracy and compliance.
• Issued TAP Testing Completion Certificates (TCC) for over 100 roaming partners, ensuring readiness for commercial launch and compliance with industry standards.
• Defined standard (AA14) and special discounted Inter-Operator Tariffs (IOTs) to support accurate and compliant roaming settlements. Configured exchange rates for roaming currency (SDR to USD/SDG) in accordance with DCH notifications to ensure accurate billing and settlements. the implementation of interconnect charging MEMOs and billing trunk configurations, achieving and sustaining
interconnect traffic discrepancies of less than 0.5% between billing and Revenue Assurance (RA).
Credit Control Module (CCM) / Dunning:
•Delivered 100% of credit control changes as per Risk and Collection team requirements, covering credit category setups, deposit configurations, and dunning rules.
Mobile Number Portability (MNP):
•Oversaw PORT-IN, PORT-OUT, and CROSS-PORTING automated flows while executing regular reconciliation batches across HLR/HSS, OCS, and SPS/MNP nodes, achieving MNP subscription accuracy rates above 99.7%.
SIM Management:
•Performed BAP testing and certification for 5 new SIM vendors and over 10 incumbent vendor profiles, ensuring compliance and readiness.
•Generated Input Files (IF) and processed Output Files (OF) received from SIM vendors to support seamless SIM provisioning and inventory management.
•Developed SIM technical specifications based on commercial strategies and regulatory standards, supporting compliant product deployment.
Charging/Rating Modules:
•Applied rating MEMOs for roaming, interconnect, and local/international services (voice, data, SMS, and digital services), maintaining 100% tariff update accuracy and ensuring zero billing discrepancies post-implementation.
Other Tasks:
•Executed a quarterly MSISDN recycle process, identified and corrected a categorization glitch, reengineered the process, and recovered an average revenue loss of 40 million SDG.
•Set up short codes for IVR, SMS, standard, and toll-free charging, maintaining a 100% implementation success rate within a 2-day KPI.
•Managed user access, roles, and responsibilities across billing systems, consistently achieving 100% compliance with security and governance standards.
•Executed daily end-to-end reconciliations between the billing system and key network elements—including MSCs, GMSCs, SGSN, GGSN, HLR/HSS, PCRF, OCS, SMSC, and SPS/MNP—ensuring data integrity and accurate billing.

• Served as second-level support for the back office team, resolving customer complaints through the OTRS ticketing system.
• Supported service center agents by resolving system-related complaints and training them on functional operations, maintaining a closure rate above 99%.
• Investigated and resolved root causes of recurring issues (reconnection failures, data subscription errors, MNP call drops), achieving a permanent fix and improving system reliability.