indeed

Billing Analyst I

CSG

Riyadh, KSA

Full-time

Onsite

Discovered 2 weeks ago

Telecom or enterprise IT operationsProduction supportIncident managementSeverity assessment and escalationSLA trackingLinux/Unix troubleshooting

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Role purpose

Provide operational and technical support for CSG-managed Mobily platforms by monitoring system health, responding to alarms and incidents, troubleshooting, coordinating escalations, and tracking issues to closure.

Key responsibilities

Monitor application, infrastructure, and service-health dashboards and alerts for abnormal conditions and threshold breaches.
Acknowledge operational alerts and requests, gather samples or evidence, and provide status updates.
Log incidents by severity and impact, perform first-level technical triage, and engage the appropriate support group.
Investigate file-system utilization, memory, database blocking, log growth, downstream connectivity, and degraded telecom KPIs.
Escalate complex issues with problem statements, evidence, timestamps, and business impact; track issues and requests through completion.
Support Singleview/New Stack health checks, database investigations, AWR-report coordination, and application-access or environment requests.
Maintain accurate incident and activity records and contribute to SLA, service-health, repeat-ticket, and operational reporting.
Follow operating procedures, escalation paths, change controls, and information-security requirements; coordinate across teams and shifts.

Typical day-to-day tasks

Review monitoring dashboards and operational emails for alarms and incidents; identify affected systems, environments, KPIs, or services.

Raise or update incidents and requests with severity, impact, technical details, and supporting evidence.

Check logs, file-system capacity, memory utilization, database symptoms, and connectivity indicators as appropriate.

Engage resolver teams, follow up until restoration or an agreed next action, and provide stakeholder updates.

Support planned production activities and record completion outcomes; review recurring incidents and contribute to reports.

Key deliverables

Timely alert acknowledgement and incident registration.

Complete incident and service-request records and evidence-based escalations.

Regular stakeholder updates, activity-completion confirmations, and clear handovers for unresolved issues.

Accurate operational, SLA, health-check, and repeat-ticket reporting.

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.
Methodical investigation, concise technical communication, and effective coordination with relevant teams.
Willingness to work in a shift-based or on-call operational support model, where required.

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