Billing Analyst I

Role Purpose

Support the operation and technical management of CSG-managed Mobily platforms by continuously monitoring system performance, responding to alerts and incidents, conducting initial troubleshooting, coordinating escalations, and ensuring issues are tracked through to resolution and closure.

Primary Duties

• Observe application, infrastructure, and service-health dashboards along with email and Microsoft Teams alerts for any irregularities or threshold breaches.
• Respond promptly to alarms and operational demands from Mobily NOC and related teams, gathering necessary evidence and updating status in a timely manner.
• Register and manage incidents based on severity and impact, ensuring appropriate support groups are engaged.
• Conduct preliminary technical analysis using system logs, monitoring data, system status, and client-provided examples.
• Investigate issues related to file system usage, memory consumption, database blocking, log sizes, connectivity to downstream systems, and telecommunications KPIs.
• Escalate complex problems clearly with detailed documentation including problem description, timestamps, and business impact to Level 2 application teams and other specialists such as DBAs, Unix/Linux experts, and platform engineers.
• Manage open incidents, service requests, and planned operations till closure; confirm results and communicate outcomes to stakeholders.
• Support operations of Singleview/New Stack environments including health monitoring, database investigations, AWR coordination, and handling access or environment support requests.
• Maintain detailed records of incidents, requests, activities, including actions taken, evidence, teams involved, status, and closure information.
• Contribute to SLA compliance and operational reporting, analyze recurring tickets, and aid continuous improvement of monitoring and support processes.
• Follow established Mobily L1/L2 processes including escalation routes, change controls, and security protocols.
• Collaborate across shifts with colleagues, Mobily operations, NOC, DBAs, platform engineers, and infrastructure support teams, including during maintenance windows.

Daily Activities

• Review monitoring systems and operational communications for new alerts or incidents.
• Validate alerts and determine affected hosts, applications, environments, KPIs, or customer services.
• Create or update incident and service request tickets with technical details, severity, impact, and evidence.
• Examine system logs, storage space, memory usage, database symptoms, and connectivity pertinent to the issue.
• Engage relevant support groups and monitor progress until resolution or agreed next steps.
• Communicate regular updates to stakeholders and document outcomes.
• Assist planned production operations through communication, monitoring, and completion confirmation.
• Review repeated incidents and contribute to SLA, health-check, and ticket analysis reports.

Key Deliverables

• Prompt acknowledgement of alerts and incident logging.
• Accurate and comprehensive incident and service records.
• Escalations supported by concrete evidence.
• Timely status updates and confirmation of completed activities to stakeholders.
• Reliable operational and SLA reporting including repeat issue reviews.
• Clear information handover for ongoing or unresolved issues.

Required Knowledge and Skills

• Experience in telecommunications or enterprise IT operations with production support exposure.
• Understanding of incident handling, severity rating, escalations, and SLA adherence.
• Familiarity with Linux/Unix troubleshooting, application log analysis, file systems, and basic SQL/database principles.
• Competence with monitoring platforms, alerting systems, KPI evaluation, and operational reporting.
• Systematic investigative approach and ability to communicate technical details clearly.
• Skilled in coordinating with application, database, infrastructure, NOC, and client teams.
• Preparedness to participate in shift or on-call support duties when necessary.

Additional Information

Preference is given to Saudi nationals residing in Riyadh.

Location: Riyadh, Saudi Arabia.

Accommodation: Candidates requiring assistance due to disabilities during the hiring process can contact the company to request accommodations.

Company Overview

CSG has been empowering businesses for over 40 years by enabling unparalleled customer and employee experiences, helping leading brands navigate complex digital challenges. Driven by values of impact, integrity, and inspiration, CSG fosters an inclusive culture aimed at innovation and excellence.