Job Description
Technical Officer – Service Operations Centre (6 Months Contract)
Dialog Axiata Group, a subsidiary of Axiata Group Berhad, is Sri Lanka's leading quad-play connectivity provider and the market leader across mobile, pay TV, fixed telecom, and international services. Listed on the Colombo Stock Exchange, it has strong presence in digital, financial, and IT services, and is the country's largest foreign direct investor with USD 3.26 billion in investments. Serving over 20 million customers, Dialog delivers advanced connectivity, home broadband, and entertainment, with global reach through roaming partnerships and subsea cable investments.
The selected candidates will be responsible:
- Monitor network performance, system alarms, and operational dashboards to ensure uninterrupted service availability on a 24x7 basis.
- Detect, analyze, troubleshoot, and manage network and service incidents within defined SLAs.
- Serve as the first point of contact for operational issues and coordinate with internal technical teams and external vendors to ensure timely resolution.
- Escalate critical incidents according to established procedures and provide regular updates to relevant stakeholders.
- Perform first-level troubleshooting related to IP networking, telecommunications, and network services.
- Monitor service quality metrics, network performance indicators, and operational KPIs to maintain high service standards.
- Maintain accurate operational records, incident logs, and reports, ensuring all documentation is up to date.
- Collaborate with engineering, field operations, and other support teams to ensure seamless service operations and continuous improvement initiatives.
Required qualifications and skills:
- Diploma qualification in Telecommunications, Computer Networks, Networking, Information Technology, or a related field (NDES, HNDE, NDT, or equivalent).
- Preferably 1-2 years of experience in IP Networking, Telecommunications, Network Operations Centre (NOC), Service Operations Centre (SOC), or a related technical environment.
- Basic knowledge of IP networking concepts, routing, switching, network monitoring, and fault management.
- Analytical and problem-solving skills with the ability to manage operational incidents under pressure.
- Good communication and interpersonal skills with the ability to work collaboratively across teams and vendors.
- Willingness to work on a 24x7 shift roster, including night shifts, weekends, and public holidays.
- Professional certifications such as CCNA or other relevant networking certifications will be an added advantage.
- A proactive mindset with a strong commitment to service excellence, continuous learning, and operational effectiveness.
To apply, please send your CV to careers@dialog.lk with the subject Technical Officer – Service Operations Centre.