Role Overview
We are seeking an experienced Amdocs Optima Support Engineer to support production operations, application maintenance, and billing execution activities within a telecom BSS environment.
The role will be responsible for ensuring platform stability, successful billing cycles, incident resolution, and ongoing application improvements while collaborating with cross-functional teams including CRM, mediation, integration, and network operations.
This position operates in a managed services model supporting critical telecom billing systems with strict SLA and operational performance targets.
Key Responsibilities
1. Production Operations Support
- Monitor and support Amdocs Optima production environments to ensure system stability and availability.
- Manage incident, problem, and change management activities in accordance with ITIL processes.
- Perform troubleshooting and root cause analysis for production incidents impacting billing and rating systems.
- Monitor and manage batch jobs, billing cycles, and scheduled processes using tools such as Control-M or Autosys.
- Perform log analysis, system diagnostics, and recovery actions for failed jobs or processes.
- Coordinate with infrastructure, database, and integration teams to resolve system issues.
2. Billing Operations Support
- Execute and monitor telecom billing cycles including rating, invoice generation, and reconciliation processes.
- Support billing validation, data corrections, and rerun activities when required.
- Investigate and resolve billing discrepancies, usage issues, and customer billing disputes.
- Ensure accuracy and completeness of billing outputs through validation checks and reconciliation processes.
- Support revenue assurance activities and assist in identifying potential billing leakage.
3. Application Maintenance & Support (AMS)
- Perform application configuration updates and minor enhancements within Amdocs Optima.
- Develop and execute data correction scripts and operational fixes when required.
- Support rate plan updates, tariff modifications, and business rule changes.
- Assist in application deployments, patch upgrades, and release validation activities.
- Maintain system documentation, knowledge base articles, and operational runbooks.
4. Monitoring & Performance Optimization
- Monitor system performance, batch cycle execution, and database performance.
- Support troubleshooting of billing cycle performance issues and long-running jobs.
- Assist in performance tuning and system optimization initiatives.
5. Collaboration & Reporting
- Work closely with development, QA, integration, and infrastructure teams to resolve system issues.
- Participate in daily operational reviews, incident bridges, and release planning activities.
- Provide operational status updates and reports related to incidents, billing runs, and system performance.
Required Skills & Experience
Technical Skills
- Experience supporting Amdocs Optima billing systems in a telecom environment
- Strong knowledge of telecom billing processes (rating, charging, invoicing)
- Experience with Unix/Linux environments and shell scripting
- Strong SQL and Oracle database troubleshooting skills
- Experience with batch job scheduling tools (Control-M, Autosys, or similar)
- Familiarity with incident management tools (ServiceNow, Remedy, etc.)
Telecom Domain Knowledge
- Understanding of BSS/OSS telecom architecture
- Knowledge of mediation, billing, CRM, and provisioning flows
- Familiarity with telecom data structures such as CDRs, usage records, and rating logic
Soft Skills
- Strong analytical and troubleshooting skills
- Ability to work in 24×7 operational support environments
- Strong communication and collaboration skills
- Ability to manage multiple priorities in a high-volume telecom environment
Preferred Qualifications
- Experience in large telecom billing environments supporting millions of subscribers
- Exposure to billing reconciliation and revenue assurance processes
- Familiarity with DevOps or automation tools
- ITIL certification or experience working within ITIL frameworks
Work Model
- Support production operations and billing cycles across multiple environments (DEV, SIT, UAT, PROD)
- Participate in shift-based operational support including weekend or billing cycle support
