Services Operation Officer

Pakistan MNP Database (Guarantee) Limited

Islamabad , Pakistan

Apply Now

Posted Yesterday 5 views Report Job

PMD is seeking a Service Operations Officer to join the Technology & Information department. This role involves managing operational tasks related to all PMD services and working closely with the CMOs’ MNP Teams to resolve operational issues and disputes concerning MNP and other service-related matters among CMOs. The position offers an excellent opportunity to be part of a dynamic organization where a proactive attitude and a positive mindset are essential for success.

Key Responsibilities:
Service Operations & Monitoring: Oversee daily, weekly, and monthly operational activities, ensuring PMD service availability and monitoring performance KPIs, message exchange logs, and overall service health.
Issue & Complaint Resolution: Investigate reported issues promptly, provide corrective actions to CMOs and clients, maintain detailed issue records, and coordinate with technical teams to ensure effective resolution.
MNP Process & CMO Coordination: Ensure strict compliance with MNP Porting Process Guidelines, resolve conflicts and disputes among CMOs, monitor rejection rates and timer violations, and enforce adherence to KPIs and escalation procedures.
Reporting & Data Management: Prepare and distribute monthly operational reports, Port-in-Progress reports, statistical and transactional reports, and other documentation required by CMOs, PTA, clients, and management.
Service Testing & Quality Assurance: Conduct periodic service testing, user acceptance testing (UAT), quarterly call testing of ported numbers, and assist in identifying and resolving service-related issues to maintain high-quality standards.
Operational & Technical Improvement: Manage the NPC Numbering Plan, maintain accurate operational records, recommend enhancements to standard operating procedures (SOPs), and continuously update knowledge of PMD services, operational processes, and the underlying technology infrastructure.

Required Qualifications:
A Bachelor’s or Master’s degree in Computer Science, Information Technology, Telecom Engineering, Computer Engineering, or a related field is required. Relevant professional certifications will be considered an advantage.
Candidates should have at least 2 years of relevant experience in Customer Support, Service Operations, or a similar role within an IT company. Experience working with CMOs or Telecom Operators’ MNP teams is preferred.

Essential Skills:
Proficiency in advanced Microsoft Excel and SQL query writing is necessary. A solid understanding of Linux and database fundamentals is also required. The ideal candidate will have strong attention to detail, excellent reporting and analytical skills, and effective verbal and written communication abilities.

This role is ideal for individuals who are detail-oriented, analytical, and capable of managing multiple operational tasks while maintaining clear communication with various stakeholders. Joining PMD means becoming part of a vibrant team focused on operational excellence and continuous improvement within the telecom service domain.