Operations Coordinator – IT Support

Role Overview

• Lead and coordinate the IT operations team (L1 and L2) 24/7, ensuring efficient support and compliance with SLAs
• Ensure stability and availability of revenue systems
• Ensure rapid resolution of critical IT problems and incidents
• Support management of critical incidents in war rooms and lead action plans
• Monitor and drive continuous improvement of operational KPIs (SLA, MTTR, availability, backlog)
• Ensure execution and monitoring of financial close processes (billing cycle)
• Coordinate handling of failures in integrations between systems (ERP, billing, CRM and tax systems)
• Act as IT focal point for business areas (Finance, Tax, Accounting and Revenue)
• Ensure governance of change management processes and production deployments
• Support audits and ensure compliance with tax and accounting regulations
• Identify automation and continuous improvement opportunities in the operation
• Manage vendors and technology partners, when applicable
• Maintain up-to-date documentation of processes, flows and systems
• Promote the use of AI and automation from design to optimize processes and create competitive differentiators
• Proactively remove technical and organizational impediments, negotiating scope and deadlines with stakeholders
• Monitor performance and system health metrics, generating insights to improve processes
• Run performance rituals (dailies, weekly meetings and committees), preparing executive reports and recommendations
• Integrate key areas (Legal, Finance, Customer Service, Planning and Technology) to remove bottlenecks and improve collection workflows
• Support system migrations and validations, ensuring integrity of databases, collection rules/logic and KPIs
• Focus on reducing delinquency and automating collection flows (Telecom context)
• Develop the team and partners, providing training in negotiation, data analysis and tool usage
• Act as direct leader of the billing team, monitoring performance and organizing operational routines
• Ensure execution and continuous improvement of billing processes, including complaint management and partner interfaces
• Ensure 100% of invoices are issued and reconciled within deadlines, mitigating operational and financial risks
• Develop, monitor and analyze management reports and KPIs for billing, collections and revenue
• Generate strategic insights from operational data to support decisions and evolve the billing model
• Prepare executive reports
• Support capacity planning for the area
• Manage administrative team routines (vacation, timekeeping, travel)

Requirements

• Strong leadership and team management skills
• Analytical profile with a problem-solving mindset
• Effective communication with technical and business teams
• Proven experience managing multidisciplinary teams focused on billing, collections, revenue and tax
• Knowledge of Telecom billing, collection, dunning and tax systems (SAP and BSS)
• Knowledge of Operations and Revenue Management (Order to Cash)
• Bachelor's degree in IT, Engineering, Information Systems or related fields
• Postgraduate degree/MBA (preferred)
• Experience in telecommunications companies (preferred)

Tech Stack

• ERP

Benefits

• Meal and/or food allowance
• Transportation voucher
• Health insurance
• Dental insurance
• Life insurance
• Private pension
• Performance-based bonus program (PPR)
• Pharmacy assistance
• Childcare assistance
• Flexible working hours
• V.tal Benefits Club
• Extended maternity leave (6 months)
• Extended paternity leave (20 days)