Co-ordinator - BSS Operations job from Dialog Axiata PLC in Colombo, Sri Lanka

Wednesday 7th, July 2021

Dialog Axiata PLC

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Colombo

Full-Time

IT-Software / Internet Telecommunications

Description
To ensure Systems related to CRM Applications are resolved within SLA targets. Also, to monitor and manage all Systems related operations thereby ensuring smooth business operations.
The Job
  • Ensure complaints/issues related to systems are resolved within given SLA’s to maintain the expected level of issue resolution
  • Manage various internal/external customer complaints effectively to maintain expected complaint resolution time
  • Billing Dispute waiver calculation and posting to resolve customer issues
  • Incorrect data correction to maintain data integrity of the systems
  • Follow-up the incidents till their successful closure to not to missed or delay any incident resolution
  • Sharing the incident updates/ Reports with L2 lead to give visibility of incident resolution
  • Follow the incident management procedure defined for issue resolution for the compliance of issue resolution
  • Provide correct and accurate solutions to resolve the incident
  • Ensure maximum systems support is provided for internal/external staff to resolve the problems
  • Coordinate with L3 support team members to define the problems which would help to resolve the problems
  • Regular updates to the end-users sharing the visibility of the issues
  • Provide information and reports to user divisions for smooth business operations
Entry Requirements
The Person
  • A diploma/undergraduate in IT related field from a recognized university
  • Minimum of 6 months of hands-on industry experience in a similar role
  • General understanding of IT systems
  • Hands-on experience in Unix and windows

Skills required

good team player skills

Excellent written and verbal communication skills in English