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.

--- ## 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