Settlement & Mediation Senior Engineer (Level 2 Support)

A. ROLE PROFILE

Role Title: Settlement & Mediation Senior Engineer (Level 2 Support)
Reporting to: BSS Planning & Operations Manager
Division: Information & Communication Technology
Department / Section: Technology & Information

Employment Type: Contract

B. CONTEXT

Purpose: The Settlement and Mediation Level 2 Support role is responsible for providing advanced technical support and expertise for settlement and mediation systems within the telecom infrastructure, specifically focusing on Whale cloud BSS, ZTE core and DCH systems. The role involves resolving complex issues, performing in-depth troubleshooting, and ensuring the reliability and performance of mediation and settlement processes.

Context: The Settlement and Mediation role is critical in ensuring the seamless operation of BSS (Business Support Systems) within the telecom sector, specifically focusing on the processing and management of large volumes of data generated by various network elements. This role is responsible for handling complex issues that go beyond the scope of Level 1 (L1) support, ensuring that BSS systems operate efficiently and reliably to support billing, charging, and other business processes.

C. ROLE ACCOUNTABILITIES

Key Responsibilities

Settlement

• Oversee interconnect, roaming, and partner settlement processes and ensure accurate billing, rating, and reconciliation for domestic and international traffic.
• Handle wholesale, interconnect, and roaming agreements with proper financial settlements.
• Work closely with DCH providers to manage clearing processes and optimize settlement workflows to improve efficiency and minimize revenue leakage and to ensure smooth processing of TADIG files and data settlement.
• Manage CDRs (Call Detail Records), TAP/RAP files, IOT discounting, and NRTRDE processing.
• Perform interconnect reconciliation and investigate settlement disputes with partners.
• Work closely with Finance, Revenue Assurance, and Audit teams to ensure accuracy in settlement records.
• Identify revenue leakages, incorrect charge calculations, and fraud risks in settlements.
• Ensure compliance with GSMA, ITU, and regulatory requirements for settlement and interconnect.
• Troubleshooting and support for CDR rejections, missing records and discrepancies to ensure data integrity and perform root cause analysis to implement corrective actions.
• Maintain comprehensive documentation of all troubleshooting steps, configuration changes, and solutions implemented.

Mediation

• Manage and optimize the mediation platform, ensuring seamless data flow between Core Network, BSS, and OSS.
• Develop, configure, and maintain mediation rules for CDRs, IPDRs, and event-based data.
• Ensure real-time and batch data processing for billing, interconnect, and partner settlements and work with various telecom network elements (MSC, GGSN, SGSN, PGW, SMSC, IN, PCRF, etc.) to collect and process event records.
• Implement CDR enrichment, filtering, aggregation, and normalization as per business needs. (eg: convert raw network event data into ASN.1, TAP)
• Work closely with L3 support, vendors, and other technical teams to resolve issues and implement solutions.
• Generate reports on system performance, incidents, and resolutions.

 This role may require participation in on-call rotations and availability for emergency maintenance activities, need to collaborate with remote teams and handle coordination across different time zones.

D. KEY PERFORMANCE INDICATORS

• Maintain system availability at 99.9% or higher.
• Resolve 99% or higher of incidents within the defined SLA timeframe.
• Conduct root cause analysis for 100% of major incidents within SLA.
• Complete 95% of service requests and enhancements within agreed timelines.
• Achieve a 100% pass rate on critical regression tests before deployment of new software versions.
• Maintain 100% accuracy in system documentation and ensure all updates are completed within 24 hours of changes.
• Monitor and report on system performance metrics monthly, with no critical performance issues unaddressed.

E. WORKING RELATIONSHIPS & DECISION MAKING

Interacts with:

Internal: NOC Management, Incident/Service Management, OML business divisions, OML Demand Management

External: Vendors including WhaleCloud, ZTE, DCH, other 3rd party vendors

Decision Making

Determining the appropriate response to incidents

Setting the schedule for preventive and corrective maintenance activities

Conducting root cause analysis for recurring or major incidents and deciding on corrective actions to prevent recurrence

F. EXPERIENCE AND QUALIFICATIONS

Minimum Experience & Essential Knowledge

•  5 years of experience in a technical support role, with a focus on settlement and mediation systems in the telecom industry.

• Strong expertise in Settlement & Clearing (DCH, TAP, RAP, NRTRDE, IOT, RAEX, BCE)
• Hands-on experience with billing, mediation, and interconnect settlement systems
• Proficiency in SQL, Oracle, Python/Shell scripting for automation
• Knowledge of GSMA settlement guidelines, interconnect agreements, and financial reporting
• Working experience with DCH vendors
• Ability to work with large datasets, ETL processes, and automation tools
• Strong understanding of Unix/Linux operating systems.

• Understanding of GSMA & 3GPP standards and telecom data processing
• Knowledge with Core Network elements (MSC, GGSN, SGSN, PCRF, SMSC, IN, OCS)

Minimum Entry Qualifications

• Bachelors degree in Computer Science, Information Technology, Telecommunications, or working over 5 years related field.