Services 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 coordinating closely with the CMOs’ MNP teams to resolve operational issues and disputes concerning MNP and other service-related matters. The position offers an excellent opportunity to work in a dynamic organization where a proactive attitude and 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, implement corrective actions in collaboration with CMOs and clients, maintain detailed issue records, and coordinate with technical teams for effective problem resolution.
- MNP Process & CMO Coordination: Ensure strict adherence to MNP Porting Process Guidelines, manage conflicts and disputes among CMOs, monitor rejection rates and timer violations, and uphold defined 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 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.
- Operational & Technical Improvement: Manage the NPC Numbering Plan, maintain comprehensive operational records, recommend improvements 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 field.
- 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 and SQL query writing.
- Good knowledge of Linux operating systems and database fundamentals.
- Strong attention to detail with excellent reporting and analytical skills.
- Effective verbal and written communication skills.

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

This role is ideal for candidates who thrive in a fast-paced environment and are eager to contribute to the continuous improvement of service operations. Joining PMD means becoming part of a vibrant team where your skills and positive approach will be valued and developed.