Services Operations Officer

Pakistan MNP Database (Guarantee) Limited

Islamabad , Pakistan

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Posted 2 days ago 5 views Report Job

PMD is seeking a dedicated 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 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, tracking performance KPIs, reviewing message exchange logs, and maintaining overall service health.
Issue & Complaint Resolution: Investigate reported problems, provide timely corrective actions to CMOs and clients, keep 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 uphold adherence to KPIs and escalation procedures.
Reporting & Data Management: Prepare and distribute monthly reports, Port-in-Progress updates, statistical and transactional reports, and other operational documentation required by CMOs, PTA, clients, and internal management.
Service Testing & Quality Assurance: Conduct regular 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, suggest improvements to standard operating procedures (SOPs), and continuously update knowledge of PMD services, operational workflows, and the supporting 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 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 and SQL query writing is essential. Candidates should have a solid understanding of Linux and database fundamentals. Strong attention to detail, excellent reporting and analytical skills, and effective verbal and written communication abilities are critical for this role.

This position is ideal for individuals who thrive in a fast-paced environment and are eager to contribute to operational excellence and continuous improvement within a technology-driven organization.