What are the responsibilities and job description for the BSS L2 SME position at Ericsson?
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About this opportunity :
We are looking for an BSS L2 SME. This role is responsible for advanced support, incident and problem management, deep troubleshooting, RCA, and functional ownership of Netcracker Convergent Billing & Rating platforms. You will ensure that billing and charging services are continuously available, accurate, and performing within agreed SLA/OLA targets.
What you will do :
What happens once you apply?Click Here to find all you need to know about what our typical hiring process looks like.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
Req ID: 780713
About this opportunity :
We are looking for an BSS L2 SME. This role is responsible for advanced support, incident and problem management, deep troubleshooting, RCA, and functional ownership of Netcracker Convergent Billing & Rating platforms. You will ensure that billing and charging services are continuously available, accurate, and performing within agreed SLA/OLA targets.
What you will do :
- Production Support & Incident Management
- Act as L2 SME for NetCracker Convergent Billing & Rating.
- Handle P1/P2 incidents, perform impact assessment, and drive resolution end-to-end.
- Perform root cause analysis (RCA) and produce post-incident reports.
- Provide expert-level support for complex rating, billing and charging defects.
- Ensure SLA/OLA compliance for application availability and ticket resolution.
- Troubleshooting, analyzing and resolving issues across :
- Product charging
- Event summaries
- Apply payments & adjustments
- One-time charges
- Discounts (event & product level)
- Taxation & itemization
- Late payment generation
- Bill details & formatting
- Troubleshoot 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 such as split charging, bill shock, taxation errors and discount misapplication.
- Monitoring & Proactive Operations
- Monitor production systems for performance, stability and data integrity.
- Act on alerts from monitoring tools and traffic anomalies between upstream and downstream systems.
- Proactively identify recurring issues and drive permanent fixes.
- Stakeholder, Vendor & Team Coordination
- Act as the onshore escalation point for L1 and offshore L2/L3 teams.
- Coordinate with IT, network, mediation and integration teams.
- Work with NetCracker product support for defect resolution and patches.
- Interface with business teams during major incidents and billing cycles.
- Participate in CAB, incident review and service governance meetings.
- Change, Release & UAT Support
- Validate configuration changes, hotfixes and patches.
- Support UAT, regression testing and production releases.
- Ensure adherence to ITIL-based change and deployment processes.
- Documentation & Knowledge Management
- Maintain runbooks, SOPs and known-error databases.
- Document RCA findings and troubleshooting procedures.
- Mentor and upskill L1 engineers.
- Education: BSc in Telecommunications, Computer Science or equivalent.
- 8 years of experience in Telecom BSS and NetCracker Convergent Rating & Billing.
- Hands on experience in Product Catalog, Product Offering (PO), Product Structure (PS), Rule Engine, Discounts & Promotions, Rating Engine, Billing Engine, Bill formatting & invoice lifecycle
- Deep understanding of Event analysis, Split charging, Bill shock, Taxation module, Adjustments & corrections
- Experience supporting end-to-end Order-to-Cash (O2C) flows.
- Strong debugging and problem-solving skills.
- Experience with REST/SOAP APIs, mediation, and ESB layers.
- Ability to read and analyze NetCracker logs and CDR flows.
- Strong Unix/Linux skills; shell scripting knowledge.
- Basic–intermediate SQL for data analysis and issue diagnosis.
- Scripting in Java and JavaScript.
- Knowledge of SSL certificates and security configuration.
- Strong understanding of ITIL processes (Incident, Problem & Change).
- Proven experience handling P1/P2 production incidents.
- Experience with tools such as ServiceNow, Remedy, or JIRA.
What happens once you apply?Click Here to find all you need to know about what our typical hiring process looks like.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
Req ID: 780713