Coordinator - BSS Operations (DevOps) job from Dialog Axiata PLC in Colombo, Sri Lanka

IT-Software / Internet Telecommunications

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

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