Business Support System Level 2 Subject Matter Expert (BSS L2 SME) at Ericsson Nigeria

Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world.

We are recruiting to fill the position below:

Job Title: Business Support System Level 2 Subject Matter Expert (BSS L2 SME)

Job ID: 780713  
Location: Lagos

About this opportunity

• This role is responsible for advanced support, incident and problem management, deep troubleshooting, RCA, and functional ownership of Netcracker Convergent Billing & Rating platforms.
• You will ensure that billing and charging services are continuously available, accurate, and performing within agreed SLA/OLA targets.

What you will do
Production Support & Incident Management:

• Act as L2 SME for NetCracker Convergent Billing & Rating.
• Handle P1/P2 incidents, perform impact assessment, and drive resolution end-to-end.
• Perform root cause analysis (RCA) and produce post-incident reports.
• Provide expert-level support for complex rating, billing and charging defects.
• Ensure SLA/OLA compliance for application availability and ticket resolution.

Troubleshooting, analyzing and resolving issues across:

• Product charging
• Event summaries
• Apply payments & adjustments
• One-time charges
• Discounts (event & product level)
• Taxation & itemization
• Late payment generation
• Bill details & formatting
• Troubleshoot CDR ingestion, mediation, rating, billing and invoice generation issues.
• Validate data consistency across Product Catalog, Product Offering (PO), Product Structure (PS), Rating Engine and Billing Engine.
• Support complex scenarios such as split charging, bill shock, taxation errors and discount misapplication.

Monitoring & Proactive Operations:

• Monitor production systems for performance, stability and data integrity.
• Act on alerts from monitoring tools and traffic anomalies between upstream and downstream systems.
• Proactively identify recurring issues and drive permanent fixes.

Stakeholder, Vendor & Team Coordination:

• Act as the onshore escalation point for L1 and offshore L2/L3 teams.
• Coordinate with IT, network, mediation and integration teams.
• Work with NetCracker product support for defect resolution and patches.
• Interface with business teams during major incidents and billing cycles.
• Participate in CAB, incident review and service governance meetings.

Change, Release & UAT Support:

• Validate configuration changes, hotfixes and patches.
• Support UAT, regression testing and production releases.
• Ensure adherence to ITIL-based change and deployment processes.

Documentation & Knowledge Management:

• Maintain runbooks, SOPs and known-error databases.
• Document RCA findings and troubleshooting procedures.
• Mentor and upskill L1 engineers.

What you will bring

• Education: BSc Degree in Telecommunications, Computer Science or equivalent.
• 8+ years of experience in Telecom BSS and NetCracker Convergent Rating & Billing.
• Hands on experience in Product Catalog, Product Offering (PO), Product Structure (PS), Rule Engine, Discounts & Promotions, Rating Engine, Billing Engine, Bill formatting & invoice lifecycle
• Deep understanding of Event analysis, Split charging, Bill shock, Taxation module, Adjustments & corrections
• Experience supporting end-to-end Order-to-Cash (O2C) flows.
• Strong debugging and problem-solving skills.
• Experience with REST/SOAP APIs, mediation, and ESB layers.
• Ability to read and analyze NetCracker logs and CDR flows.
• Strong Unix/Linux skills; shell scripting knowledge.
• Basic–intermediate SQL for data analysis and issue diagnosis.
• Scripting in Java and JavaScript.
• Knowledge of SSL certificates and security configuration. 
• Strong understanding of ITIL processes (Incident, Problem & Change).
• Proven experience handling P1/P2 production incidents.
• Experience with tools such as ServiceNow, Remedy, or JIRA.

Application Closing Date
Not Specified.