TOMIA

• Validate business requirements and ensure solutions meet end-user expectations prior to production release • Collaborate closely with business stakeholders and developers to execute UAT scenarios • End-to-end testing + support for UAT • Ensure timely completion of UAT activities within project timelines • Configuring Roaming Agreements and updating data according to GSMA standard documents

• Define, plan and deliver services to ensure 24x7x365 customer support • Proactive value-add customer operational assistance to ensure overall customer satisfaction and retention • Maximize the commercial value of each customer under maintenance and managed services contract with Telarix • Hire, professionally develop, and retain a high-quality, high-intensity customer support team • Work closely and manage the GSOC to ensure perfect coordination of support requests • Ensure major improvements in internal and external communication through automation • Data analysis-driven, implement relevant measurements to proactively resolve issues and implement improvements • Calibrate support investment (staff, travel/living, tools) • Review and adapt the entire scope of work of the M&MS organization to reinforce accountability and measure productivity and performance • Provide sales and marketing support when required for customer engagement and quarterly business reviews • Provide monthly and quarterly analysis of ongoing support performance

• Act as the main commercial contact for assigned existing accounts, managing daily communication and strategic planning. • Drive account development, retention, and expansion through understanding customer needs and identifying growth opportunities. • Build and maintain strong, long-term customer relationships at all levels. • Collaborate with internal teams (Product, Delivery, Finance, Marketing) to ensure TOMIA delivers high-value solutions. • Forecast and manage account revenues, renewals, and pipeline with high accuracy using Salesforce. • Support regional sales targets through renewals, add-on sales, and limited new-logo acquisition. • Develop account strategies and quarterly account plans that align with TOMIA’s commercial and operational objectives. • Identify at-risk accounts and drive proactive engagement plans to retain business. • Represent TOMIA at customer meetings, workshops, and industry events.

• Participate in full lifecycle software development activities • Develop and Test in a Scrum environment • Responsible for Core Clearing Deliverables • Maintain Quality of releases • Coordinate with different levels and teams like UAT, Dev, Operations etc. • Fix Production issues • Documentation and release notes • Work on emergency cases at any time • Support other teams in adhoc requests.

• Handle customer requests via Ticketing system or Email. • Monitor the Organisation Infrastructure and Applications via Monitoring Tools and Emails. • First level support to customer requests and acknowledge the request. • Escalate alarms and issues on time to the next level. • Report generation and updating to stakeholders of the organisation.

• Directing the sales strategy for your territory. • Responsible for the tactics and action plans to attract, engage, and win new business for the organisation and consolidate and grow business with existing clients, including renewals and upselling professional services. • Collaborating within your established network, establishing new leads and converting opportunities into revenue generating accounts. • Work independently – leading by example to drive accuracy in forecasting and real achievements in identified target customer accounts. • Drive business profitability and key commercial growth strategies.

• Creating and developing compelling content and sales collateral to drive value. • Gathering market intelligence and competitive research. • Educating sales on market challenges, trends, customer insights, and how TOMIA empowers operators to address them. • Creating sales pipeline. • Planning, launching, and monitoring digital marketing campaigns based on pre-defined KPI’s (number of leads, engagement rate on social media, etc.). You’ll have a strong focus on lead generation and conversion into opportunities. • Building the required communication strategies: newsletters, webinars, customer forums, etc. • Organizing industry events, controlling bookings and budget, and creating public relations strategies to support branding activities. • Customer engagement. • Join customer meetings from time to time to hear ‘firsthand’ what the customers expect from TOMIA. • Positioning TOMIA as a leader in the roaming industry, including award submissions.

• Manage clearing roaming related transactions between Customers/Clearing houses • Reconcile and validate TAP IN and TAP OUT files • Ensure timely analysis and resolution of customer service tickets • Maintain effective handling of DCH modules, Dual IMSI, and resolving failed files • Perform regular clean-up of pending locations and folders • Execute migration activities including Pre-OIR and Final OIR generation • Monitor and resolve internal system alarms in line with KPI requirements • Support User Acceptance Testing (UAT) for client requests • Recycling of old data with proper Customer and TAM approvals • Contribute to successful ISAE Type 1 and Type 2 audit compliance

• Handle complex support tickets requiring deep technical expertise • Configure and manage SQL Server databases (SSMS, SQL Administration) • Perform database maintenance, including log file management, index rebuilding, and health monitoring • Implement best practices for database backup, recovery, and disaster recovery planning • Analyse, prepare, and execute application patches and upgrades • Troubleshoot issues related to third-party software upgrades • Plan and execute data refreshes between different environments • Lead customer communication and provide regular updates on issue resolution • Diagnose and troubleshoot SQL Server, Windows, and database performance issues

• Analyse and handle incidents discovered through monitoring or customer requests. • Handle customer requests via Ticketing system or Email. • Monitor Organisation Infrastructure and Applications via Monitoring Tools and Emails. • First level support to customer requests and escalate alarms and issues on time. • Report generation and updating to stakeholders.