Senior Business Support and Delivery Engineer
CSG international
Total years of experience :11 years, 10 Months
•Working on upgrade project and Integrating Financial manager with ERP system.
• Educating the customer business users with new functionality
• Business health checks
• Check feasibility for adding new features and functionalities to all supported systems
• Support Presales and sales teams for any needed requirements.
• Operation, administration, and support interconnect Billing System and Financial manager
• Testing by Artificial/real CDRS to test each agreement type after change.
• Give business advises maintaining all system agreements errors.
• Working with IT team for any new design changes.
• Ensure compliance with SLAs and OLAs
• Design and Model ICT/ITU systems to meet STC requirements.
• Gathering customer's (STC) Information and different agreements.
• Operation, administration and support interconnect Billing System (ICT/ITU) for STC
• Design and implemented mediation rules Data acquisition/Normalization /partial aggregation/classifications/filtering and distribution for International Traffic (ITU)
• Implement products for International traffic for all services(Voice/Video/SMS/MMS/FIX-GSM(Fixed ranges numbers from GSM Operator to home subscribers )
• Testing by Artificial/real CDRS to test each agreement type.
Perform stress Test (All mediation traffic).
• Develop Any needed scripts and tools to facilitate our implementation.
• Prepare Customer Data and his agreements to match our design.
Reconciliation using AR application
• Generate customized reports using Business Object and Intec reporting tool according to business needs
• Integrate with financial manager system
• Migration from old CSG FM to new ZIRA
- Design the solution that fulfills the business requirements.
- Define the implementation plan of the solution and coordinate with other entities inside Mobinil.
- Manage all charging projects related to tariff and promotions till commercial launch.
- Responsible for developing new projects with the supplier to fulfill the business requirements.
- Develop & Maintain Charging system business configurations Ericsson CS 5.
- Develop of Prepaid/C&C Tariffs & Promotions.
- Responsible for finalizing/ testing projects solutions end to end with the supplier to fulfill the business requirements.
- Prepare acceptance tests procedure and perform acceptance tests with all business teams.
- Prepare the deployment procedures and hand over to the operations.
- Follow up and on deployment and post launch tests.
- Provide 3rd level support to operations team.
- Act as technical team member in charging driven projects.
- Responsible for customer experience for all charging solutions.
- Analyze data charging solutions & business configurations.
Middleware Application Support Engineer-Vodafone Germany project
Deploy and Install application on UNIX servers.
Acting as support engineer in the middleware layer
Troubleshoot problem in applications and environments.
Provide support to other programmers and developers.
* 1st Level IT Support
* Acknowledge and record all incidents and service requests.
* Maintain and enhance user satisfaction and provide service in a respectful, courteous and positive manner.
* Ensure response, escalation and resolution time objectives as defined in SLA.
* Provide the user with status updates as defined in SLA.
* Deal with customers in a friendly and professional manner.
* Evaluating the clients circumstances and then advising them on the best solution to meet their needs based on the information taken.
* Work as part of a team to ensure offering world-class Customer Service at all times.
* Own and manage the client relationship: resolving calls efficiently and effectively.
* Ensure service level agreements are met and maintained.
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