Billing Analyst I

Role purpose Provide operational and technical support for CSG-managed Mobily platforms by monitoring system health, responding to alarms and incidents, performing initial troubleshooting, coordinating escalations, and tracking issues through resolution and closure. Key responsibilities • Monitor application, infrastructure, and service-health dashboards, email alerts, and Microsoft Teams notifications for abnormal conditions and threshold breaches. • Acknowledge alerts and operational requests from Mobily NOC and other stakeholder teams, collect the required samples or evidence, and provide timely status updates. • Log and manage incidents according to severity, impact, and operational procedures; ensure that the correct support group is engaged. • Perform first-level technical triage using logs, monitoring information, system status, and customer-provided examples. • Investigate and coordinate support for issues involving file-system utilization, high memory usage, database blocking sessions, log growth, downstream connectivity, and degraded Gy/telecom KPIs. • Escalate complex issues to L2 application teams, DBA, Unix/Linux, Platform Engineering, or other specialist teams with clear problem statements, evidence, timestamps, and business impact. • Track open incidents, service requests, and planned activities through completion; confirm activity outcomes and communicate closure status to stakeholders. • Support operational activities for Singleview/New Stack environments, including health checks, database-related investigations, AWR-report coordination, and application-access or environment-support requests. • Maintain accurate incident, request, and activity records, including actions taken, evidence collected, assigned teams, status updates, and closure information. • Contribute to SLA and operational reporting, repeat-ticket analysis, service-health reporting, and continuous improvement of monitoring and support procedures. • Follow established Mobily L1/L2 operating procedures, escalation paths, change controls, and information-security requirements. • Collaborate with CSG colleagues, Mobily operations, NOC teams, database administrators, platform engineers, and infrastructure support teams across shifts or planned maintenance windows. Typical day-to-day tasks • Review monitoring dashboards and incoming operational emails for new alarms or incidents. • Validate alerts and identify the affected host, application, environment, KPI, or customer-impacting service. • Raise or update the relevant incident or service request with severity, impact, technical details, and supporting evidence. • Check logs, file-system capacity, memory utilization, database symptoms, and connectivity indicators as appropriate to the issue. • Engage the appropriate resolver group and follow up until the issue is restored or a confirmed next action is agreed. • Provide progress updates to stakeholders and record the activity outcome. • Support planned production activities by communicating schedules, monitoring execution, and confirming completion. • Review recurring incidents and contribute information for SLA, health-check, and repeat-ticket reports. Key deliverables • Timely alert acknowledgement and incident registration. • Complete and accurate incident/service-request records. • Evidence-based escalations to resolver teams. • Regular stakeholder status updates and activity-completion confirmations. • Accurate operational, SLA, health-check, and repeat-ticket reporting. • Clear handover information for unresolved or ongoing issues. 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. • Ability to investigate issues methodically and communicate concise technical findings. • Ability to coordinate effectively with application, database, infrastructure, NOC, and customer teams. • Willingness to work in a shift-based or on-call operational support model, where required. • 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. • Ability to investigate issues methodically and communicate concise technical findings. • Ability to coordinate effectively with application, database, infrastructure, NOC, and customer teams. • Willingness to work in a shift-based or on-call operational support model, where required.