Billing Analyst I

About the Role

csg is seeking a Billing Analyst I to join their team in Riyadh. This full-time position requires 5-10 years of experience and focuses on providing operational and technical support for CSG-managed Mobily platforms. The role involves monitoring system health, responding to incidents, and coordinating issue resolution.

Role Purpose and Responsibilities

The Billing Analyst I will provide essential operational and technical support by monitoring system health, responding to alarms and incidents, and performing initial troubleshooting. This role is critical for ensuring the smooth operation of Mobily platforms, coordinating escalations, and tracking issues through to resolution and closure.

• Review monitoring dashboards and operational emails for new alarms or incidents.
• Validate alerts and identify affected hosts, applications, environments, KPIs, or customer-impacting services.
• Log and manage incidents according to severity, impact, and operational procedures, ensuring the correct support group is engaged.
• Perform first-level technical triage using logs, monitoring information, system status, and customer-provided examples.
• Investigate and coordinate support for issues involving file-system utilization, high memory usage, database blocking sessions, log growth, downstream connectivity, and degraded Gy/telecom KPIs.
• Escalate complex issues to L2 application teams, DBA, Unix/Linux, Platform Engineering, or other specialist teams with clear problem statements, evidence, timestamps, and business impact.
• Track open incidents, service requests, and planned activities through completion, confirming activity outcomes and communicating closure status to stakeholders.
• Support operational activities for Singleview/New Stack environments, including health checks, database-related investigations, AWR-report coordination, and application-access or environment-support requests.
• Maintain accurate incident, request, and activity records, including actions taken, evidence collected, assigned teams, status updates, and closure information.
• Contribute to SLA and operational reporting, repeat-ticket analysis, service-health reporting, and continuous improvement of monitoring and support procedures.
• Follow established Mobily L1/L2 operating procedures, escalation paths, change controls, and information-security requirements.

Key Deliverables

• Timely alert acknowledgment and incident registration.
• Complete and accurate incident/service-request records.
• Evidence-based escalations to resolver teams.
• Regular stakeholder status updates and activity-completion confirmations.
• Accurate operational, SLA, health-check, and repeat-ticket reporting.
• Clear handover information for unresolved or ongoing issues.

Qualifications and Experience

• 5-10 years of relevant experience in operational and technical support.
• Demonstrated ability to monitor system health and respond to alarms and incidents.
• Experience with initial troubleshooting and coordinating escalations.
• Proficiency in tracking issues through resolution and closure.

Work Environment

This role is based in Riyadh and operates on a full-time basis. The Billing Analyst I will collaborate with CSG colleagues, Mobily operations, NOC teams, database administrators, platform engineers, and infrastructure support teams across shifts or planned maintenance windows.

Application Process

Interested candidates are encouraged to apply for this full-time Billing Analyst I position in Riyadh.