Vodafone Intelligent Solutions (VOIS) | Manager -Telecom Billing Operations Lead - PuneVOIS

Responsibilities

• 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.
• As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
• 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.
• Conduct post-bill validations, billed-account verification, reconciliation checks and exception management to support accurate cycle completion.
• 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.
• Monitor daily call, event and CDR processing, including rating, re-rating, backlog management and suspended or rejected records.
• Coordinate controlled recycling and reprocessing activities following established procedures and operational controls.
• 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.
• 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.
• Maintain and deliver a continual-improvement backlog focused on operational efficiency, billing accuracy and reduction of manual effort.
• 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.

Requirements

• 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.
• Experience with observability and monitoring solutions such as Dynatrace, App Dynamics, 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.
• ITIL certification or billing platform certification is desirable.
• 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.
• 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.
• Exposure to AI and AIOps adoption within production operations.
• 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.

Vodafone Intelligent Solutions (VOIS)

Vodafone Intelligent Solutions (VOIS) is an employer hiring in India (sector: Technology / IT / BPM). In its own words: "Vodafone is a leading technology communications company in Europe and Africa, keeping society connected and building a digital future."

Its finance, accounts, audit and tax openings in India are mostly in Pune.

• Industry: Technology / IT / BPM