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
Skills Required
- Bachelor's degree in Engineering, Information Technology, Telecommunications, or a related field
- 5+ years of direct experience with telecom charging platforms, including OCS, OCC, SDP, CHF, rating, balance management, or charging gateways
- Strong knowledge of Diameter protocol and charging transaction flows, including practical experience troubleshooting Gy and/or Ro interfaces
- Understanding of prepaid, postpaid, hybrid, online, and offline charging, plus OSS/BSS and network integration
- 3–5 years of operations assurance or production support experience covering incidents, problem management, monitoring, SLA management, root-cause analysis, changes, releases, and vendor coordination
- Ability to analyze logs, traces, alarms, counters, and transaction records and assess customer and service impact
- Strong operational risk awareness, documentation, knowledge-management, continuous-improvement, coaching, and technical leadership skills
What the Team is Saying
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Ericsson Compensation & Benefits Highlights
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Healthcare Strength — U.S. job postings describe multiple medical plan options (including PPO and HSA‑eligible HDHP) plus dental and vision, aligning with a comprehensive medical suite. Corporate materials also emphasize wellbeing resources and EAP support.
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Retirement Support — Company communications and U.S. materials reference market‑competitive retirement benefits, including a 401(k) with automatic employer contributions and additional matching. Investor and benefits materials signal a structured approach to total rewards that includes long‑term savings programs.
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Parental & Family Support — U.S. and EWS guides and postings highlight paid maternity and parental/adoption leave at full pay, alongside structured short‑term disability at full pay for defined weeks by tenure. These programs are positioned as part of a family‑friendly, work‑life‑balance offering.
Ericsson Insights
What We Do
Ericsson builds the digital connectivity the world relies on. Our technology underpins the mobile networks, platforms, and systems that billions of people, businesses, and societies depend on every day. We are a global leader in communications technology, delivering mobile network infrastructure, cloud software, and wireless connectivity solutions for service providers and enterprises worldwide. Our networks support connectivity across 180+ countries, helping power everyday communication as well as critical digital services at global scale. Connectivity has evolved far beyond consumer mobile use. Today, nearly 80% of the world’s population accesses the internet via mobile networks, and Ericsson is helping shape what comes next. We are advancing 5G and 5G Advanced, developing network APIs that open connectivity to the global developer ecosystem, and applying automation and AI to make networks more intelligent, efficient, and resilient. Ericsson was the first company to launch live 5G networks on five continents, and our 5G platform is now commercially live in 150+ networks across 60+ countries. We also support more than 36,000 enterprise customers, enabling secure, high-performance connectivity for industries such as manufacturing, aviation, logistics, utilities, and public safety, where reliability and performance are mission critical. Innovation is central to how we work. Ericsson has approximately 28,000 employees in research and development, backed by one of the strongest intellectual property portfolios in the industry with 60,000+ granted patents. Our engineers, researchers, and technologists work across 100+ global R&D sites, helping define how networks evolve and how digital infrastructure is built for the long term. As the world moves toward a mobile-first, AI-powered, and cloud-driven future, connectivity becomes the foundation for digital transformation across every industry. Ericsson is building that foundation, shaping the future of digital connectivity through technology that operates at global scale and supports real-world impact, today and for what comes next.
Why Work With Us
Ericsson is a place for people who want to work on technology that powers everyday life. You’ll contribute to large-scale systems used every day, tackle complex challenges in live environments, and keep developing your skills and career in your own vision.
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Ericsson Offices
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