Service Operations officer

Pakistan MNP Database (Guarantee) Limited

Islamabad , Pakistan

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Posted 2 days ago 3 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 collaborating closely with the CMOs’ MNP Teams to resolve operational issues and disputes concerning MNP and other service-related matters among CMOs. The successful candidate will have the opportunity to work in a dynamic environment where a proactive attitude and positive mindset are highly valued and 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, implement corrective actions in coordination with CMOs and clients, maintain detailed issue records, and work with technical teams to ensure 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 management.

Service Testing & Quality Assurance: Conduct periodic service testing, user acceptance testing (UAT), and quarterly call testing of ported numbers to identify and address service-related issues proactively.

Operational & Technical Improvement: Manage the NPC Numbering Plan and maintain 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.

Preferred Qualifications and Experience

Candidates should have at least two 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 MS Excel for data analysis and reporting
- Hands-on experience writing SQL queries
- Good understanding of Linux operating systems and database fundamentals
- Strong attention to detail with excellent reporting and analytical capabilities
- Effective verbal and written communication skills

This position offers a valuable opportunity to contribute to a vibrant organization where operational excellence and collaboration are key. Candidates with a can-do attitude and a positive mindset will find this role rewarding and challenging.