Billing Analyst I
Role Overview
Provide operational and technical support for CSG-managed Mobily platforms by monitoring health, responding to incidents, troubleshooting, coordinating escalations, and tracking issues to closure.
Key Skills for This Role
Full Job Posting
Role purpose
Provide operational and technical support for CSG-managed Mobily platforms by monitoring health, responding to incidents, troubleshooting, coordinating escalations, and tracking issues to closure.
Key responsibilities
- Monitor application, infrastructure, and service-health dashboards, email alerts, and Teams notifications for abnormalities and threshold breaches.
- Acknowledge alerts and requests, collect required samples or evidence, and provide timely status updates.
- Manage incidents by severity and impact, perform first-level technical triage, and engage the appropriate support group.
- Investigate file-system utilization, memory usage, database blocking sessions, log growth, downstream connectivity, and degraded Gy/telecom KPIs.
- Escalate complex issues with clear problem statements, evidence, timestamps, and business impact.
- Track incidents, requests, and planned activities through resolution; confirm outcomes and communicate closure.
- Support Singleview/New Stack health checks, database investigations, AWR-report coordination, and access or environment requests.
- Maintain accurate records and contribute to SLA, operational, health-check, and repeat-ticket reporting.
- Follow operating procedures, escalation paths, change controls, and information-security requirements; coordinate across resolver teams.
Day-to-day tasks and deliverables
Review dashboards and operational emails for alarms; validate affected hosts, applications, environments, KPIs, and customer impact.
Raise or update incident and service requests with severity, impact, technical details, and evidence.
Check logs, file-system capacity, memory utilization, database symptoms, and connectivity indicators as appropriate.
Follow up with resolver groups until service is restored or a next action is agreed; update stakeholders and record outcomes.
Communicate planned production activities, monitor execution, confirm completion, and provide handover details for unresolved issues.
Deliver timely alert acknowledgement, complete records, evidence-based escalations, stakeholder updates, and accurate operational 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 across technical and customer teams.
- Willingness to work in a shift-based or on-call support model where required.
About CSG
CSG provides technology and services that help companies connect with customers and support digital services.
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