Service Operations Officer

About the role

PMD is seeking a Service Operations Officer for its Technology & Information department. The role focuses on monitoring and managing the operational health of all PMD services while coordinating with CMOs’ MNP teams to resolve disputes and service issues.

Key responsibilities

• Monitor daily, weekly and monthly operational activities, service availability, performance KPIs and message exchange logs.
• Investigate and resolve reported issues and complaints, maintaining detailed records and coordinating with technical teams.
• 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 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 a similar IT role.
• Experience working with CMOs/Telecom Operators MNP teams is preferred.

Required skills

• Advanced MS Excel
• SQL query writing
• Good knowledge of Linux
• Fundamentals of database concepts