Administrator (Support & Operations)

Job Summary

• Role Overview

  Telecom Expense Management (TEMS) is for managing telecom billing, expenses, inventory, and vendor coordination. The role focuses on providing Level 1 support, ensuring billing accuracy, optimizing telecom costs, and maintaining smooth operations across wireline and wireless telecom services in a global environment.

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Key Responsibilities

Key Responsibilities

• Manage the end-to-end Telecom Expense Management lifecycle, including invoice validation, processing, and dispute resolution
• Work closely with mobile and telecom service providers for billing queries, plan management, and service requests
• Monitor and manage fixed-line voice, data, and wireless telecom expenses
• Provide L1 support to users for:
• Mobile device Ordering, Upgrades & Returns.
• Call usage, data usage, and billing issues
• Service plans and Value-Added Services (VAS)
• Coverage and connectivity issues

• Track, log, and monitor tickets related to erroneous invoices, EDI files, and ensure timely closure
• Perform invoice analysis to:
• Identify billing discrepancies and errors
• Investigate past dues and resolve with vendors
• Analyze misapplied payments and reconcile disputes
• Coordinate with vendors to resolve overbilling, payment discrepancies, and disputes
• Follow up with vendors for missing invoices and ensure timely receipt
• Manage procurement processes, including:
• Purchase Orders (PO)
• Telecom hardware and inventory procurement
• Handle RMA (Return Merchandise Authorization) processes such as device replacement (phones, damaged equipment, etc.)
• Perform telecom cost optimization across wireline and wireless services
• Generate and maintain reports and dashboards for:
• Billing analysis
• Contract tracking
• Data and voice usage
• Use and manage telco portals efficiently for operations and reporting

Skill Requirements

Required Skills & Experience

• 4–6+ years of experience in Telecom Expense Management (TEMS)
• Strong understanding of:
• Invoice processing and billing lifecycle
• Inventory and procurement management
• Vendor and dispute management
• Hands-on experience with TEMS platforms (e.g., Calero, Tangoe etc.)
• Experience in managing large telecom environments (5000+ users/devices preferred)
• Good knowledge of telecom billing systems and EDI processes
• Strong analytical, troubleshooting, and problem-solving skills

Key Technologies & Domain Knowledge

• Telecom Expense Management Platforms (Calero, Tangoe, etc.)
• Telecom technologies and terminologies:
• DID, Toll-Free, SIP, PSTN, ISDN
• Ethernet handoff, MPLS, Last mile connectivity
• T1/E1, CAS, FXS, FXO, Porting
• Billing & operations:
• Voice/Data services
• Managed services
• Invoice management and dispute resolution
• Understanding of service provider connectivity and telecom infrastructure
• Power BI for reporting, data analysis, and dashboard creation.

Communication & Soft Skills

• Excellent verbal and written communication skills
• Ability to clearly articulate technical issues via phone, email, or in person
• Strong customer handling and stakeholder management skills
• Good problem analysis and decision-making ability
• Ability to work in a fast-paced, global team environment
• Strong attention to detail and ownership mindset

Work Environment & Requirements

• Willingness to work in a 24x7 rotational shift environment
• Ability to handle unforeseen situations and escalations
• Experience working with global customers and enterprise environments
• Strong focus on customer satisfaction and service delivery excellence

Preferred Qualifications

• Prior experience in telecom domain or managed services support
• Exposure to telecom cost optimization initiatives
• Experience with enterprise-scale telecom environments and reporting tools

Other Requirements

NA