Billing Analyst

Position: Billing Analyst I
## Billing Analyst IApply:
Onsite:
SA.Riyadh.

Client:
Full time:
Posted Today:
32393
** 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 Single view/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.