SME Operations Assurance

About this opportunity:

The Subject Matter Expert (SME) provides operational support, service assurance, performance management, and continuous improvement for telecommunications charging platforms. The role ensures the availability, accuracy, and reliability of online and offline charging services across mobile, broadband, IMS, and enterprise networks. Working with Network, IT, OSS/BSS, Product, Revenue Assurance, Service Operations, cloud, database, security, and vendor teams, the SME identifies incidents, resolves charging faults, improves processes, supports automation, and protects customer and revenue integrity.

What you will do:

• Provide expert support for Online Charging Systems (OCS), Offline Charging, Balance Management, Rating, OCC, SDP, Billing, mediation, and charging gateways.

• Monitor services, interfaces, transactions, alarms, capacity, performance, availability, resilience, latency, session continuity, and balance updates across prepaid, postpaid, hybrid, roaming, data, voice, SMS, and value-added services.

• Troubleshoot charging failures, delayed updates, incorrect balances, rejected credit-control requests, rating discrepancies, and Diameter interfaces including Gy, Ro, Gx, and Sy.

• Analyze CCR/CCA, ACR/ACA, RAR/RAA, CER/CEA, DWR/DWA, error responses, protocol traces, logs, counters, alarms, and transaction records. Investigate timeout, routing, retransmission, overload, session, and interoperability issues across PCEF, P-GW, PCRF, OCS, IMS, and charging gateways.

• Define monitoring requirements, alarms, thresholds, dashboards, event-correlation rules, and impact assessments to detect customer or revenue-impacting issues early.

• Lead or support major-incident resolution, root-cause analysis, post-incident reviews, recurring-fault investigations, and corrective actions. Maintain runbooks, troubleshooting guides, and knowledge articles.

• Review and support changes involving charging nodes, Diameter routing, product configuration, network policy, and integrations, including planning, testing, rollback, governance, operational acceptance, and post-change validation.

• Identify automation opportunities such as health checks, KPI monitoring, reporting, incident correlation, closed-loop assurance, event-driven remediation, and network automation integration.

• Participate in upgrades, migrations, expansions, capacity increases, technology refreshes, disaster-recovery, backup and restoration testing, integration testing, user acceptance testing, and production validation.

• Review technical designs and operational-readiness requirements, ensure observability, logging, auditability, and support capabilities, and guide junior engineers and operations teams.

The skills you bring:

• Bachelor’s degree in Engineering, preferably in Information Technology, Telecommunications, or a related field.

• 5+ years’ direct experience with telecom charging platforms: OCS, OCC, SDP, CHF, rating, balance management, or charging gateways.

• Strong knowledge of Diameter protocol and charging transaction flows, with practical experience troubleshooting Gy and/or Ro interfaces and related network elements.

• Understanding of prepaid, postpaid, hybrid, online, and offline charging, plus end-to-end OSS/BSS and network integration.

• 3–5 years’ operations assurance or production support experience covering incidents, problem management, service monitoring, SLA management, root-cause analysis, changes, releases, and vendor coordination.

• Ability to analyze logs, traces, alarms, counters, and transaction records; assess customer and service impact; make technical decisions under pressure; and communicate with technical and business stakeholders.

• Strong operational risk awareness, documentation and knowledge-management skills, continuous-improvement mindset, coaching ability, and technical leadership.

• Success is reflected in fewer recurring incidents, reduced revenue leakage and charging discrepancies, successful changes and releases, broader monitoring and automation coverage, accurate documentation, and SLA compliance.

Why join Ericsson?

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next. What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like. Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.

Primary country and city: Rwanda (RW) || Kigali

Req ID: 791306