Service Operations Officer

About the role

The Service Operations Officer will support the Technology & Information department by monitoring PMD services, handling operational issues, and coordinating with CMOs' MNP teams to resolve disputes and ensure service continuity.

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 work with technical teams for corrective actions.
• Ensure compliance with MNP Porting Process Guidelines, manage CMO conflicts, 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.
• Maintain the NPC Numbering Plan, update SOPs and suggest operational improvements.

Required profile

• Bachelor’s or Master’s degree in Computer Science, IT, Telecom Engineering or related field.
• Minimum 2 years 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
• Good knowledge of Linux
• Fundamentals of databases