Application Support Specialist II

Company Details

The world's only truly global mobile satellite communications company.

Company Overview

Iridium is the only truly global voice and data satellite communications network that connects people, organizations, assets, government, and relief agencies with “on-the-move” availability. Together with its ecosystem of partners, Iridium delivers essential, reliable communications with an easy-to-integrate platform and service for improved efficiency. With more than 20 years of experience, Iridium will soon be launching the next generation of connectivity, Iridium CertusSM- the most versatile global broadband service with improved speeds to satisfy the critical need to send and receive communications when traveling by land, sea, or air.

Position Summary, Job Requirements & Responsibilities

Iridium is seeking a motivated, enthusiastic and experienced Application/Technical Support professional to join our Billing Operations (B/OSS) team. The Application/Technical Support Specialist is responsible for the administration, operation, maintenance, and overall technical support of Iridium’s billing, provisioning, mediation, and reporting systems. In this role, you will collaborate with internal/external customers, including Sales, Customer Care, Revenue Assurance, and Finance to resolve/respond to general inquiries and to provide system-level support. You will also work closely with Network Engineers to integrate the billing and provisioning systems with Iridium network elements. This role also requires 24/7 on-call, systems support (primarily for Iridium provisioning).

Duties and Responsibilities:

  • Administer, operate, and maintain Iridium’s billing system and supporting applications
  • Work in conjunction with Iridium’s IT groups and vendors to
  • Maintain Iridium’s provisioning system (T-activate)
  • Support and maintain the 24/7 provisioning interface and provide on-call support (including after-hours, overnights, and weekends, as needed)
  • Create Control-M (Workload Automation) jobs to maintain billing cycles and revenue assurance reports generation, and to avoid any system-level failures
  • Troubleshoot software by analyzing JBoss and Billing and Revenue Management (BRM) logs and correcting the code/data by creating Flists in BRM
  • Create and maintain Knowledge Base documentation for troubleshooting billing/provisioning systems issues
  • Work closely with Network and Security teams to implement security rules in alignment with Iridium Security policies
  • Work with functional teams to automate procedures where possible and to promote rapid response to known issues
  • Recommend appropriate solutions to increase efficiency for the billing team including, but not limited to, new tools, business process changes, and techniques
  • Manage and deploy Data Warehouse using ETL tools such as Informatica
  • Troubleshoot and implement solutions in the Datamart database
  • Manage billing systems support requests:
    • Work service requests daily
    • Create and update all tickets in ticketing software
    • Produce reports
    • Conduct follow-up calls
    • Conduct testing and escalate when needed
  • Administer user security for all billing/provisioning applications
  • Install/upgrade software on various systems


Job Requirements:

  • Ability to write Perl/Shell scripts and PL/SQL procedures
  • Ability to create automated UNIX/SQL scripts to correct provisioning errors
  • Ability to troubleshoot and test network connectivity, including F5 load balancers, and present troubleshooting/test results
  • Must have a solid understanding of telecom billing/rating
  • Demonstrated proficiency with Microsoft Office, including Excel
  • Must have strong interpersonal, verbal, and written communication skills, with the ability to effectively communicate to teammates, colleagues, customers, and internal leadership
  • Must be results-driven with a strong sense of ownership
  • Must be able to multi-task, pay attention to small details, and operate under extreme deadlines
  • Must have a strong work ethic with a sense of urgency and regular, predictable attendance


Experience & Education Requirements / EEO

  • Bachelor’s degree in Computer Information Systems or similar area of study, or equivalent, relevant work experience
  • 2+ years’ hands-on experience in a Technical Support or Application Support role
  • 2+ years experience with the following technologies is required:
    • Writing and executing SQL queries to extract data and turn it into meaningful information
    • Writing and executing Perl/Shell scripts to automate jobs
    • Troubleshooting and/or modifying HTML, PHP and XML code
  • Previous experience with Oracle databases, UNIX, Perl/Shell, and Java is required
  • Hands-on experience with ReadyAPI and SOAP is required
  • Previous experience with ETL tools (Informatica) is highly desired
  • Experience with Control-M is highly desired


Iridium is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, sexual orientation, gender identity, or status as a protected veteran. EOE of Minorities/Females/Vets/Disability and other protected categories.


Tagged as: Perl/Shell scripts, UNIX/SQL scripts

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