Role purpose:
• Billing support specialist providing L2 support for Technology & Business stakeholders.
• Coordination and tracking of proactive & reactive operational activities and ensure that the services provided to customers are continuously available.
• Performing to Service Level Agreement (SLA) performance levels.
• Ensure the Billing system High Availability and Resilience and with least outage time and minimal customer impact.
• Observing and analysing repetitive problems and customer complaints and set and implement an action plan to avoid them.
• Continuously review and update monitoring and alarming procedures and ensure they are efficient and effective.
• Ensure conforming to Vodafone's Security & Privacy policies and standards.
Key accountabilities and decision ownership:
• Abide to SLA in billing support daily activities and interactions.
• Review current manual jobs and automate them for higher productivity and effectiveness.
• Ensure Bill Cycles activities run and complete on the scheduled dates and within SLAs.
• Enhance Mean-time-to-Resolve (MTTR) of Trouble tickets.
• Embrace automation and DevOps techniques.
Core competencies, knowledge and experience:
• Excellent oral and written communication skills.
• Having strong data-driven analytical skills.
• Creative and problem solver with a passion to provide excellent customer experience.
• Comfortable with a multi-tasking, high-energy environment.
• Flexible to adapt to a 24x7 operating environment.
• Experience in managing full application stacks from the OS up through custom applications.
• Exposure to Virtualization, Cloud Computing and Cybersecurity is a plus.
Worried that you don’t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you’re excited about this role but your experience doesn’t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.
We want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. There are lots of ways we support this, including hybrid working and generous parental leave. You'll also get four Spirit Days a year to focus on your personal development and wellbeing, plus a host of other great benefits too.
You may have already heard of Vodafone - We're a leading Telecommunications company in Europe and Africa. But what you might not know is that we are continuously investing in new technologies to improve the lives of millions of customers, businesses and people around the world, creating a better future for everyone.
As part of our global family, whether that's Vodafone, Vodacom or _VOIS, you'll feel a sense of pride and purpose as you contribute to our culture of innovation. We pursue equality of opportunity and inclusion for all candidates through our employment policies and practices. We recognise and celebrate the importance of diversity and inclusivity in our workspace and we do not tolerate any form of discrimination especially related to but not limited to race, colour, age, veteran status, gender identification, sexual orientation, pregnancy, ethnicity, disability, religion, political affiliation, trade union membership, nationality, indigenous status, medical condition, HIV status, social origin, cultural background, social, or marital status.
Together we can.