Service Operations Officer

About the role

PMD is seeking a Service Operations Officer to manage daily operational tasks for all PMD services and coordinate with CMOs’ MNP teams. The role involves monitoring service health, resolving issues, and ensuring compliance with porting processes.

Key responsibilities

• Monitor daily, weekly and monthly operational activities, service availability, performance KPIs and message exchange logs.
• Investigate and resolve reported issues, maintain issue records and coordinate with technical teams.
• Ensure compliance with MNP Porting Process Guidelines, resolve CMO conflicts and monitor rejections and timer violations.
• Prepare monthly, port‑in‑progress and statistical reports for CMOs, PTA, clients and management.
• Conduct periodic service testing, UAT and quarterly call testing of ported numbers.
• Manage the NPC Numbering Plan, maintain operational records and recommend SOP improvements.

Required profile

• Bachelor’s or Master’s degree in Computer Science, IT, Telecom Engineering or related field.
• At least 2 years of experience in Customer Support, Service Operations or similar IT role.
• Experience working with CMOs/Telecom Operators MNP teams is preferred.

Required skills

• Advanced Microsoft Excel
• SQL query writing
• Linux operating system
• Database fundamentals