Service Operations Officer

About the role

PMD is looking for a Service Operations Officer in its Technology & Information Department. The role manages the day-to-day operations of PMD services and coordinates with CMOs' MNP teams to resolve operational issues and disputes related to MNP and other PMD services.

Key responsibilities

• Monitor daily, weekly and monthly operational activities, PMD service availability, performance KPIs, message exchange logs and overall service health.
• Investigate reported issues, give timely corrective measures to CMOs and clients, keep issue records and coordinate with technical teams.
• Ensure compliance with MNP Porting Process Guidelines, resolve CMO conflicts and disputes, monitor rejections and timer violations, and follow KPIs and escalation procedures.
• Prepare and run monthly reports, Port-in-Progress reports, statistical and transactional reports and other operational reports required by CMOs, PTA, clients and management.
• Run periodic service testing, UAT and quarterly call testing of ported numbers, and help identify and fix service issues.
• Manage the NPC Numbering Plan, maintain operational records, recommend SOP improvements and keep up with PMD services and their technology infrastructure.

Required profile

• 16+ years of education with a Bachelor's or Master's degree in Computer Science, Information Technology or an equivalent field.
• Relevant experience in Customer Support, Service Operations or a similar role is an advantage.
• Strong attention to detail, good reporting and analytical skills, and good verbal and written communication.

Required skills

• Working knowledge of Microsoft Excel; advanced Excel is an advantage.
• Good knowledge of SQL queries and query writing.
• Good knowledge of Linux and database fundamentals.