Lead - BSS Operations

Lead – BSS OperationsJob PurposeThe Lead – BSS Operations provides leadership for IT operation support teams managing CRM and its interconnected systems, acting as the key technical expert in the CRM domain. This role ensures the effective and efficient operation of CRM-related systems such as OM, FeedOM, DMS, PMS, CPOS, O2A, ELE, DE, MDA, Dialog.lk, Bizcare, SMS Self-care, Starpoint, and WH-24, covering mobile, television, and fixed-line domains.The role is pivotal in policy-making, planning, and strategy decisions driving the growth, performance, and reliability of Dialog’s CRM systems while serving as the single point of management contact for CRM operations.The JobLead and ensure smooth operations of CRM systems covering:Incident resolutionProblem managementCommand executionApplication processing, scheduling, and tariff/product configurationsApplication performance managementSoftware releases and deploymentsRoot cause analysisApplication monitoringService level management and reportingStrengthen and optimize the system monitoring framework for CRM systems, including resource allocation, monitoring tools, and techniques.Introduce and guide the implementation of AI/ML-based anomaly detection and BOT automation for auto-handling service tickets to improve efficiency.Drive service level management through:Reviewing and finalizing Service Level Agreements (SLAs) with stakeholders and vendorsImplementing processes and controls to achieve defined service levelsPreparing and presenting periodic SLA performance reports to senior managementDefining and cascading KPIs across the CRM Operations teamSupporting CRM & Billing management in vendor SLA administrationEnsure secure system operations by designing and enforcing IT policies, procedures, and controls to protect CRM systems and peripheral ecosystems from internal and external risks.Collaborate with Information Security, SOC, and governance teams to achieve InfoSec compliance and objectives.Identify operational risks, conduct assessments, and execute mitigation plans in a timely manner.Work with cross-functional teams to anticipate subscriber growth and service demand, planning system enhancements and license requirements while managing associated budgets.Ensure timely preparation and distribution of management reports, KPI indicators, and service-level summaries.Manage vendor maintenance agreements, monitor vendor performance, and seek continuous improvement opportunities.The PersonBachelor’s Degree in IT, Computer Science, Engineering, or a related fieldBCS Professional Graduate Diploma or a relevant Master’s Degree will be an advantageMinimum 4 years of experience in CRM/Billing systems operations or related domainsStrong understanding of telecom CRM systems and integration ecosystemProven leadership and people management capabilitiesStrong analytical and problem-solving skillsExpertise in system monitoring, incident/problem management, and service deliveryExposure to automation, AI/ML, and BOT implementations in IT operationsExcellent communication and stakeholder management skillsStrategic planning and decision-making ability.