Service Operations Officer

About the role

PMD is seeking a Service Operations Officer for its Technology & Information department to manage operational tasks across all PMD services. The role involves coordinating with CMOs’ MNP teams to resolve operational issues and disputes, ensuring service health and compliance.

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 for corrective actions.
• Ensure compliance with MNP Porting Process Guidelines, resolve 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.
• 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 a similar IT role.
• Experience working with CMOs/Telecom Operators MNP teams is preferred.

Required skills

• Advanced Microsoft Excel proficiency.
• SQL query writing experience.
• Good knowledge of Linux operating systems.
• Fundamentals of database concepts.