BSS L2 SME at Ericsson

About this opportunity :

• We are looking for an BSS L2 SME. This role is responsible for advanced support, incident and problem management, deep troubleshooting, RCA, and functional ownership of Netcracker Convergent Billing & Rating platforms. You will ensure that billing and charging services are continuously available, accurate, and performing within agreed SLA/OLA targets.

What you will do :

• Production Support & Incident Management
• Act as L2 SME for NetCracker Convergent Billing & Rating.
• Handle P1/P2 incidents, perform impact assessment, and drive resolution end-to-end.
• Perform root cause analysis (RCA) and produce post-incident reports.
• Provide expert-level support for complex rating, billing and charging defects.
• Ensure SLA/OLA compliance for application availability and ticket resolution.
• Troubleshooting, analyzing and resolving issues across :
• Product charging
• Event summaries
• Apply payments & adjustments
• One-time charges
• Discounts (event & product level)
• Taxation & itemization
• Late payment generation
• Bill details & formatting
• Troubleshoot CDR ingestion, mediation, rating, billing and invoice generation issues.
• Validate data consistency across Product Catalog, Product Offering (PO), Product Structure (PS), Rating Engine and Billing Engine.
• Support complex scenarios such as split charging, bill shock, taxation errors and discount misapplication.
• Monitoring & Proactive Operations
• Monitor production systems for performance, stability and data integrity.
• Act on alerts from monitoring tools and traffic anomalies between upstream and downstream systems.
• Proactively identify recurring issues and drive permanent fixes.
• Stakeholder, Vendor & Team Coordination
• Act as the onshore escalation point for L1 and offshore L2/L3 teams.
• Coordinate with IT, network, mediation and integration teams.
• Work with NetCracker product support for defect resolution and patches.
• Interface with business teams during major incidents and billing cycles.
• Participate in CAB, incident review and service governance meetings.
• Change, Release & UAT Support
• Validate configuration changes, hotfixes and patches.
• Support UAT, regression testing and production releases.
• Ensure adherence to ITIL-based change and deployment processes.
• Documentation & Knowledge Management
• Maintain runbooks, SOPs and known-error databases.
• Document RCA findings and troubleshooting procedures.
• Mentor and upskill L1 engineers.

What you will bring :

• Education: BSc in Telecommunications, Computer Science or equivalent.
• 8+ years of experience in Telecom BSS and NetCracker Convergent Rating & Billing.
• Hands on experience in Product Catalog, Product Offering (PO), Product Structure (PS), Rule Engine, Discounts & Promotions, Rating Engine, Billing Engine, Bill formatting & invoice lifecycle
• Deep understanding of Event analysis, Split charging, Bill shock, Taxation module, Adjustments & corrections
• Experience supporting end-to-end Order-to-Cash (O2C) flows.
• Strong debugging and problem-solving skills.
• Experience with REST/SOAP APIs, mediation, and ESB layers.
• Ability to read and analyze NetCracker logs and CDR flows.
• Strong Unix/Linux skills; shell scripting knowledge.
• Basic–intermediate SQL for data analysis and issue diagnosis.
• Scripting in Java and JavaScript.
• Knowledge of SSL certificates and security configuration.
• Strong understanding of ITIL processes (Incident, Problem & Change).
• Proven experience handling P1/P2 production incidents.
• Experience with tools such as ServiceNow, Remedy, or JIRA.