Service Operations officer

Pakistan MNP Database (Guarantee) Limited

Islamabad , Pakistan

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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 collaborating closely with CMOs’ MNP teams to resolve operational issues and disputes concerning MNP and other service-related matters. The ideal candidate will have a proactive attitude and a positive mindset, which are essential to thrive in this dynamic environment and contribute effectively to the organization’s success.

Key Responsibilities:
- Service Operations & Monitoring: Oversee daily, weekly, and monthly operational activities, including monitoring PMD service availability, performance KPIs, message exchange logs, and overall service health to ensure smooth operations.
- Issue & Complaint Resolution: Investigate reported issues promptly, provide corrective actions to CMOs and clients, maintain detailed issue records, and coordinate with technical teams for timely and effective resolution.
- MNP Process & CMO Coordination: Ensure strict compliance with MNP Porting Process Guidelines, manage and resolve conflicts or disputes among CMOs, monitor rejection rates and timer violations, and enforce adherence to KPIs and escalation protocols.
- 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 internal management.
- Service Testing & Quality Assurance: Conduct regular service testing, user acceptance testing (UAT), and quarterly call testing of ported numbers to identify and resolve service-related issues proactively.
- Operational & Technical Improvement: Manage the NPC Numbering Plan, maintain comprehensive operational records, suggest enhancements to standard operating procedures (SOPs), and continuously update knowledge of PMD services, operational workflows, and underlying technology infrastructure.

Required Qualifications:
- Bachelor’s or Master’s degree in Computer Science, Information Technology, Telecom Engineering, Computer Engineering, or a related discipline.
- At least 2 years of relevant experience in Customer Support, Service Operations, or a similar role within an IT company.
- Hands-on experience with advanced MS Excel functions and SQL query writing.
- Good understanding of Linux operating systems and database fundamentals.
- Strong attention to detail, excellent reporting and analytical skills.
- Effective verbal and written communication abilities.

Preferred Qualifications:
- Experience working directly with CMOs or Telecom Operators’ MNP teams is highly desirable.
- Relevant professional certifications in the field will be considered an advantage.

This position offers a valuable opportunity to join a vibrant organization where a can-do attitude and positive mindset are highly appreciated. The role provides exposure to complex service operations within the telecom sector and the chance to develop expertise in MNP processes and service management.