Billing Analyst I

CSG Systems; Riyadh; Sur place; SAR 112 000 - 190 000; Plein temps

Résumé du poste

CSG Systems seeks a Billing Analyst I to support Mobily platforms from Riyadh. You will monitor health dashboards, acknowledge alerts, perform initial triage, and coordinate with NOC and DBAs to resolve issues. The role emphasizes accurate incident records and timely stakeholder updates.

You will work in a fast-paced, onsite setup, contributing to SLA tracking, health checks, and continuous improvement of monitoring and support procedures within a shift-based environment.

Qualifications

• Experience in telecom or enterprise IT operations and production support.
• Understanding of incident management, escalation, and SLA tracking.
• Working knowledge of Linux/Unix troubleshooting, logs, and basic SQL.
• Familiarity with monitoring dashboards and operational reporting.

Responsabilités

• Review monitoring dashboards and verify new alarms or incidents.
• Log and categorize incidents with severity, impact, and evidence.
• Escalate to resolver teams and track through resolution.
• Provide progress updates and communicate closure to stakeholders.
• Support planned production activities and health-check reports.

Connaissances

Incident management

Linux/Unix

SQL basics

Monitoring dashboards

Stakeholder communication

Shift work

Description du poste

## Billing Analyst IApply: Onsite: SA.Riyadh.Client: Full time: Posted Today: 32393**Role purpose** Provide operational and technical support for CSG-managed Mobily platforms by monitoring system health, responding to alarms and incidents, performing initial troubleshooting, coordinating escalations, and tracking issues through resolution and closure. **Key responsibilities*** Monitor application, infrastructure, and service-health dashboards, email alerts, and Microsoft Teams notifications for abnormal conditions and threshold breaches.* Acknowledge alerts and operational requests from Mobily NOC and other stakeholder teams, collect the required samples or evidence, and provide timely status updates.* Log and manage incidents according to severity, impact, and operational procedures; ensure that the correct support group is engaged.* Perform first-level technical triage using logs, monitoring information, system status, and customer-provided examples.* Investigate and coordinate support for issues involving file-system utilization, high memory usage, database blocking sessions, log growth, downstream connectivity, and degraded Gy/telecom KPIs.* Escalate complex issues to L2 application teams, DBA, Unix/Linux, Platform Engineering, or other specialist teams with clear problem statements, evidence, timestamps, and business impact.* Track open incidents, service requests, and planned activities through completion; confirm activity outcomes and communicate closure status to stakeholders.* Support operational activities for Singleview/New Stack environments, including health checks, database-related investigations, AWR-report coordination, and application-access or environment-support requests.* Maintain accurate incident, request, and activity records, including actions taken, evidence collected, assigned teams, status updates, and closure information.* Contribute to SLA and operational reporting, repeat-ticket analysis, service-health reporting, and continuous improvement of monitoring and support procedures.* Follow established Mobily L1/L2 operating procedures, escalation paths, change controls, and information-security requirements.* Collaborate with CSG colleagues, Mobily operations, NOC teams, database administrators, platform engineers, and infrastructure support teams across shifts or planned maintenance windows. **Typical day-to-day tasks*** Review monitoring dashboards and incoming operational emails for new alarms or incidents.* Validate alerts and identify the affected host, application, environment, KPI, or customer-impacting service.* Raise or update the relevant incident or service request with severity, impact, technical details, and supporting evidence.* Check logs, file-system capacity, memory utilization, database symptoms, and connectivity indicators as appropriate to the issue.* Engage the appropriate resolver group and follow up until the issue is restored or a confirmed next action is agreed.* Provide progress updates to stakeholders and record the activity outcome.* Support planned production activities by communicating schedules, monitoring execution, and confirming completion.* Review recurring incidents and contribute information for SLA, health-check, and repeat-ticket reports. **Key deliverables*** Timely alert acknowledgement and incident registration.* Complete and accurate incident/service-request records.* Evidence-based escalations to resolver teams.* Regular stakeholder status updates and activity-completion confirmations.* Accurate operational, SLA, health-check, and repeat-ticket reporting.* Clear handover information for unresolved or ongoing issues. **Required knowledge and skills*** Experience in telecom or enterprise IT operations and production support.* Practical understanding of incident management, severity assessment, escalation, and SLA tracking.* Working knowledge of Linux/Unix troubleshooting, application logs, file systems, and basic SQL/database concepts.* Familiarity with monitoring dashboards, alarms, KPI analysis, and operational reporting.* Ability to investigate issues methodically and communicate concise technical findings.* Ability to coordinate effectively with application, database, infrastructure, NOC, and customer teams.* Willingness to work in a shift-based or on-call operational support model, where required.