BSS L2 SME

Ericsson; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

Ericsson in the United Arab Emirates seeks an experienced BSS L2 SME to provide advanced support for Netcracker Convergent Billing & Rating, manage incidents, perform RCAs, and ensure SLA/OLA compliance. You will own troubleshooting across billing, rating, and invoicing while coordinating with IT, mediation, and Netcracker teams.

The role requires deep knowledge of O2C processes, ITIL practices, REST/SOAP APIs, and strong Unix/Linux skills, with a proven track record of resolving P1/P2 incidents.

Qualifications

• Bachelor's degree in Telecommunications, Computer Science, or a related field.
• 8+ years of Telecom BSS and Netcracker Convergent Billing & Rating experience.
• Hands-on with Product Catalog, PO, PS, Rule Engine, Discounts & Promotions, Rating Engine, Billing Engine, and invoice lifecycle.
• Strong understanding of event processing, split charging, bill shock, taxation, adjustments, and corrections.
• Experience supporting Order-to-Cash (O2C) processes.
• Strong troubleshooting and problem-solving skills.
• Experience with REST/SOAP APIs, mediation platforms, and ESB integrations.
• Ability to analyze Netcracker logs and CDR flows.
• Strong Unix/Linux and shell scripting skills.
• Knowledge of Java and JavaScript.
• Understanding of SSL certificates and security configurations.
• Strong knowledge of ITIL Incident, Problem, and Change Management.
• Proven experience handling P1/P2 production incidents.
• Experience with ServiceNow, Remedy, or JIRA.

Responsibilities

• Act as the L2 SME for Netcracker Convergent Billing & Rating.
• Handle P1/P2 incidents and drive resolution.
• Perform RCA and prepare post-incident reports.
• Support complex billing, rating, and charging issues.
• Ensure compliance with SLA/OLA targets.
• Troubleshoot issues related to charging, billing, payments, adjustments, discounts, taxation, itemization, late payment generation, and invoice formatting.
• Investigate CDR ingestion, mediation, rating, billing, and invoice generation issues.
• Validate data consistency across Product Catalog, PO, PS, Rating Engine, and Billing Engine.
• Support complex scenarios including split charging, bill shock, taxation, and discount issues.
• Monitor application performance, stability, and data integrity.
• Analyze alerts, identify recurring issues, and drive permanent fixes.
• Act as the escalation point for L1 and offshore L2/L3 teams.
• Coordinate with IT, network, mediation, integration, and Netcracker support teams.
• Support business stakeholders during incidents and billing cycles.
• Participate in CAB, incident reviews, and governance meetings.
• Validate changes, hotfixes, patches, UAT, regression testing, and production releases.
• Ensure adherence to ITIL-based change and release processes.
• Maintain runbooks, SOPs, and known error databases.
• Document troubleshooting procedures and RCA findings.
• Mentor and support L1 engineers.

Skills

BSS & Netcracker

Troubleshooting

Incident management

REST/SOAP APIs

Unix/Linux

Shell scripting

SQL basics

Education

Bachelor's degree in Telecommunications, CS, or related field

Tools

Netcracker Convergent Billing

ServiceNow

JIRA

Remedy

Job description

About This Opportunity

We are looking for a BSS L2 SME to provide advanced support, incident and problem management, troubleshooting, RCA, and functional ownership of Netcracker Convergent Billing & Rating platforms. You will ensure billing and charging services remain available, accurate, and compliant with SLA/OLA targets.

What You Will Do

Production Support & Incident Management

• Act as the L2 SME for Netcracker Convergent Billing & Rating.
• Handle P1/P2 incidents and drive resolution.
• Perform RCA and prepare post-incident reports.
• Support complex billing, rating, and charging issues.
• Ensure compliance with SLA/OLA targets.

Troubleshooting & Operations

• Troubleshoot issues related to charging, billing, payments, adjustments, discounts, taxation, itemization, late payment generation, and invoice formatting.
• Investigate CDR ingestion, mediation, rating, billing, and invoice generation issues.
• Validate data consistency across Product Catalog, Product Offering (PO), Product Structure (PS), Rating Engine, and Billing Engine.
• Support complex scenarios including split charging, bill shock, taxation, and discount issues.
• Monitor application performance, stability, and data integrity.
• Analyze alerts, identify recurring issues, and drive permanent fixes.

Stakeholder & Release Management

• Act as the escalation point for L1 and offshore L2/L3 teams.
• Coordinate with IT, network, mediation, integration, and Netcracker support teams.
• Support business stakeholders during incidents and billing cycles.
• Participate in CAB, incident reviews, and governance meetings.
• Validate changes, hotfixes, patches, UAT, regression testing, and production releases.
• Ensure adherence to ITIL-based change and release processes.

Documentation & Knowledge Sharing

• Maintain runbooks, SOPs, and known error databases.
• Document troubleshooting procedures and RCA findings.
• Mentor and support L1 engineers.

What You Will Bring

• Bachelor's degree in Telecommunications, Computer Science, or a related field.
• 8+ years of Telecom BSS and Netcracker Convergent Billing & Rating experience.
• Hands-on experience with Product Catalog, PO, PS, Rule Engine, Discounts & Promotions, Rating Engine, Billing Engine, and invoice lifecycle.
• Strong understanding of event processing, split charging, bill shock, taxation, adjustments, and corrections.
• Experience supporting Order-to-Cash (O2C) processes.
• Strong troubleshooting and problem-solving skills.
• Experience with REST/SOAP APIs, mediation platforms, and ESB integrations.
• Ability to analyze Netcracker logs and CDR flows.
• Strong Unix/Linux and shell scripting skills.
• Basic to intermediate SQL skills.
• Knowledge of Java and JavaScript.
• Understanding of SSL certificates and security configurations.
• Strong knowledge of ITIL Incident, Problem, and Change Management.
• Proven experience handling P1/P2 production incidents.
• Experience with ServiceNow, Remedy, or JIRA.

Why join Ericsson?

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.

Primary country and city: United Arab Emirates (AE) || Dubai