Job responsibilities

• Ensuring that all BSS and IT RA section is performing optimally and within agree SLAs
• Ensure customer experience objectives are being met by the core BSS platforms to support all BUs
• To provide vital Revenue Assurance around billing, charging, provisioning for all type of customers
• Ensure alignment of the core with future business and technology changes and align vendor roadmaps
• Implement and monitor revenue assurance primary controls defined and assigned to IT
• Closely work with the Revenue assurance and Fraud management teams to ensure platforms and technologies have the primary controls in place with secondary controls enabled through effective technology solutions
• Ensuring successful delivery of the projects on time
• Actively support and contribute to the Technical solutioning and Solution Management for Billing & RA, CRM & Provisioning, Channels etc
• Daily tracking of the performance of all Managed Services vendors within the Section
• Ensure compliance of the Managed Services vendors to the contractually agreed SLAs and KPIs
• Ensure that all process and tools are implemented for effective managed operations
• Drive proactive improvement programs to achieve improved operational efficiencies
• Improve customer experience through diligent tracking of KPIs and SLAs
• Lead, mentor and provide technical guidance for the BSS and IT RA Section
• Lead continuous process improvement initiatives to enhance the level of service to our customers.
• Routinely report operational status, risks and growth opportunities to Service Delivery SM staff as well as escalate impactful issues and resolutions in a timely manner.
• To closely work with S&D, EBU, Marketing, RA Team members in order to implement and develop best practices that deliver to the satisfaction of the customer while ensuring revenues
• To guarantee complete, accurate and timeously the business information: Daily Business KPIs, Month End business performance related Information, Decision supporting information
• Partake in the design of business continuity and disaster recovery plans, ensure approval, maintenance and adequate reviews thereof take place in order to keep them relevant and up to date.
• In collaboration with IT Solution Design and Client Relationship, IT Operations – Marketing, Sales and Distribution, Customer care, Finance, implement New Products

Job Requirements