Charging Support Technician Senior Specialist

Join us

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.

Role purpose

To handle corrective actions needed for VFE charging services for voice, data and VAS services including all SDPs, AIRs and all related charging application nodes (charging interface, data handler, ADSL handler) at Vodafone Egypt network for consumer and corporate customers (tariff management) experience and assure fastest recovery of unplanned service disruptions and emergencies.

Owning recharge and refill services, monthly charging bill cycle service, prepaid customers life cycle. Also responsible for operational KPIs for charging of voice, data and prepaid services.

Assuring timely, best quality and seamless network changes and expansions on charging services.

Key accountabilities & decision ownership

Charging support strategy:
Discuss priorities in alignment with department and company strategy.
Agree objectives and goals to fulfil the strategy.
Review quarterly the progress and fine tune the objectives, goals and priorities.

Charging second-line support and emergency management:
Handle the software updates on charging domain to assure operating on the latest recommended software level.
Responsible for 24/7 system faults, global incidents and corrective maintenance activities execution on prepaid charging nodes to ensure meeting all operational KPIs (preventive actions, fault detection, incident handling, corrective actions and knowledge transfer) to reach minimum MTTR and maintain execution with highest quality standards. In addition to handling all problem management activities to eliminate repetitive incident reoccurrence, through continuously revamping and modifying processes.
Communicate with charging vendors through regular management meetings with vendors management to assure timely resolution of all critical operational issues and risks.
Responsible for charging emergencies and assure taking proper and timely decisions to ensure the fastest resolution and least impact on customer experience and VFE network availability.

VFE charging nodes integration and configuration management:
Handle integration and acceptance of all charging new nodes and expansions in MTXs.
Apply and own configuration management activities execution on all charging nodes, varying from the simplest configuration changes to largest scale upgrades, mega charging projects and evolution execution. Seeing through all such activities to be done at highest quality standards and ensuring complete adherence to change management processes and at the same time minimizing any risks associated with such changes on VFE network through setting and following proper testing procedures before and after changes.
Review and ensure VFE targets related to new promos, tariffs, products, etc. are achieved with minimum impact on live network and customer experience.

IT, finance and commercial liaison
Lead cross-functional tasks to:
- Recharges and vouchers daily/monthly reports reconciliation.
- Stakeholder involvement to ensure harmony and most optimum voice and data service delivery.
Ensuring SLAs are met and at the same time optimizing and creating new interacting processes.

Vendor management:
Conduct frequent vendor assessment surveys for quality, timeliness and value added.
Assess and plan partnerships/alliances with preferred vendors.
Establish effective vendor management to ensure that VFE gets excellent value of the money spent.
Ensure that the vendors’ performance meets the business needs and monitor vendors KPIs, as agreed in their SLAs, and apply penalties for non-compliance cases.

Core competencies, knowledge, and experience

• University graduate, BSc of engineering in telecommunications or computer science.
• 2-3 years of experience in telecommunication industry.
• Excellent knowledge of telecom/IT industry.
• Required hands-on experience with different operating systems (Unix, Linux, etc.) as system administrator.
• Knowledge in database maintenance and housekeeping (Oracle, MySQL, etc.).
• Programming languages (Java, Perl, PHP, etc.).
• Knowledge of GSM/GPRS network structure.
• Preferable good knowledge with SS7 and TCP/IP.
• Very good command of Microsoft Office.

Who we are

We are a leading international telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.

Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.

If you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to the relevant guidance provided by Vodafone.

Together we can.