Billing Analyst

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

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

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

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

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 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…