Manager -Telecom Billing Operations Lead - PuneVOIS

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.

As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.

We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.

#VOIS #BeUnrivalled #CreateTheFuture

About this role

We are seeking an experienced Telecom Billing Operations professional to provide hands-on Level 2 Application Operations leadership across telecom billing platforms. This role is responsible for ensuring the successful execution of bill runs, invoice processing, call/CDR processing, reconciliation activities, discrepancy management, incident restoration, operational governance, automation and continual service improvement. The position plays a critical role in maintaining billing accuracy, service reliability, SLA compliance and operational excellence, while supporting approved AI and AIOps initiatives to enhance monitoring, detection and troubleshooting capabilities.

Location: SP Infocity, Pune

What you will do

Billing Operations & Bill Run Processing

• Own the day-to-day operational health and technical support of billing processes within the assigned service scope.
• Execute and monitor pre-bill checks, bill preparation, bill production, bill generation, customer notifications and billing cycle closure activities.
• Troubleshoot bill run failures, rejected accounts, long-running jobs, scheduler issues, database constraints and billing exceptions.
• Conduct post-bill validations, billed-account verification, reconciliation checks and exception management to support accurate cycle completion.

Invoice Posting & Downstream Processing

• Monitor invoice generation, validation, posting, extraction and delivery to downstream document management, printing and reporting systems.
• Investigate invoice rejections, posting failures, balance mismatches, missing outputs and invoice-data issues.
• Coordinate recovery actions and validate invoice controls before billing cycle closure.

Call / CDR Processing

• Monitor daily call, event and CDR processing, including rating, re-rating, backlog management and suspended or rejected records.
• Troubleshoot data-quality, validation, processing-chain, throughput and capacity-related issues.
• Coordinate controlled recycling and reprocessing activities following established procedures and operational controls.

Discrepancy Management & Billing Assurance

• Analyse discrepancies across customer, product, discount, billing profile, usage, invoice, payment and accounts receivable data.
• Perform and coordinate reconciliations across CRM, mediation, billing, invoicing and downstream systems.
• Identify recurring mismatch patterns and billing risks, driving corrective and preventive actions through Problem Management processes.

Incident, Problem, SLA & Service Management

• Lead Level 2 incident triage and service restoration activities for priority billing incidents.
• Collaborate with specialist teams, vendors and stakeholders to resolve complex operational issues.
• Drive root-cause analysis, known-error management and corrective action implementation.
• Monitor SLA and KPI performance, incident ageing, MTTR, operational risks and service backlogs.

Automation, AI & Continual Improvement

• Automate operational activities including health checks, reconciliations, batch monitoring, validations and reporting using Shell scripting, SQL and approved tools.
• Enhance observability through dashboards, proactive alerting and operational monitoring improvements.
• Leverage approved AI and AIOps capabilities to support anomaly detection, event correlation, incident triage, knowledge retrieval and root-cause analysis, with appropriate governance and human oversight.
• Maintain and deliver a continual-improvement backlog focused on operational efficiency, billing accuracy and reduction of manual effort.

Operational Governance & Knowledge Management

• Provide operational reporting and stakeholder updates covering service health, incidents, billing cycles, discrepancies and improvement initiatives.
• Maintain runbooks, operational procedures, billing calendars, recovery instructions, audit artefacts and knowledge repositories.
• Support capability development by coaching colleagues on billing processes, troubleshooting techniques and operational best practice.

Who you are

Essential Experience

• 7+ years of Telecom IT, BSS or enterprise billing Application Operations experience with significant hands-on production support responsibility.
• Proven experience in bill run processing, invoice posting and processing, call/CDR processing and billing discrepancy management.
• Experience managing priority incidents, service restoration, SLA-driven support and root-cause analysis activities.
• Experience investigating billing failures, processing backlogs, invoice exceptions and cross-system reconciliation issues.
• Strong stakeholder engagement and cross-functional coordination skills.

Technical Expertise

• Telecom billing platforms such as Oracle BRM, Amdocs, Kenan, Geneva/SingleView, BSCS or equivalent solutions.
• Bill run management including bill preparation, generation, validation, re-run activities and cycle closure.
• Invoice processing, validation, extraction, posting and downstream delivery monitoring.
• Call and CDR processing, rating, re-rating, rejected-record management and throughput analysis.
• Unix/Linux administration and Shell scripting.
• Oracle SQL and PL/SQL for troubleshooting, reconciliation and operational automation.
• Batch scheduling, application log analysis, database performance investigation and file-processing operations.
• Integration awareness across CRM, mediation, billing, invoicing, payment, reporting and document-management platforms.

Monitoring & Service Management

• Experience with observability and monitoring solutions such as Dynatrace, AppDynamics, Kibana, Splunk, Datadog, Grafana, Zabbix or similar tools.
• Knowledge of Incident, Problem, Change and Service Request Management processes.
• Understanding of ITIL principles and SLA/KPI-driven operational support.

Desirable Experience

• SRE practices, resilience engineering and performance or capacity management.
• Cloud and container operations related to billing platforms and services.
• AIOps or GenAI-assisted operational support capabilities.

Qualifications

• Bachelor’s degree or equivalent relevant professional experience.
• ITIL certification or billing platform certification is desirable.

Not a perfect fit

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

What’s in it for you

• Opportunity to support critical telecom billing services with direct impact on customer experience and business outcomes.
• Exposure to enterprise-scale billing, invoicing, mediation and revenue-assurance ecosystems.
• Involvement in automation, observability and operational transformation initiatives.
• Opportunity to work with cross-functional technology, operations and vendor teams in a global environment.
• Participation in continual improvement programmes focused on service reliability, operational excellence and innovation.
• Exposure to AI and AIOps adoption within production operations.

What skills you will learn

• Advanced telecom billing operations and billing-assurance practices.
• End-to-end bill cycle management and invoice-processing expertise.
• Deep technical troubleshooting across billing, mediation, CRM and downstream ecosystems.
• Automation using Shell scripting, SQL and operational tooling.
• Observability, monitoring and proactive operations management.
• Incident command, root-cause analysis and service-restoration techniques.
• AI and AIOps-supported operations and operational analytics.
• Operational governance, stakeholder communication and audit readiness.

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join us

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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