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Senior Officer, Service Operation Center

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Telenor Myanmar is now recruiting top talents to develop and lead new teams.

Senior Officer, Service Operation Center


To perform basic network and services monitoring, as well as to perform troubleshooting in regards to guidelines, in order to ensure that disruptions in network and services are detected, preliminary addressed, and/or processed further to relevant parties for incident resolution, to maintain and enhance quality of network services


  • Ensure understanding of 24/7 operations engineering (front-end) policy and procedures, in order to understand tasks needed to be carried out, according to function’s policies and frameworks, as well as to ensure alignment and compliance with legal regulations and with Telenor Group’s overall direction, standards and governance
  • Perform basic 24/7 network and service systems surveillance, and alarm monitoring, in order to ensure the integrity of network services (including but not limited to RAM EMS, transmission EMS, DWDM EMS), and to ensure timely response in detecting issues/errors before escalation to incidents and problems
  • Collaborate basic activities with and support service desk operations, and field operations regarding incidents stemmed from any outages, alarms and site facility issues, in order to perform troubleshooting activities accordingly, in order to resolve incidents efficiently and in a timely manner
  • Perform basic corrective maintenance and troubleshooting activities for known issues/errors, in accordance with manual and technical guidelines, in order to resolve incidents appropriately and without delay
  • Perform basic activities in issuing trouble tickets and escalating issues/errors that could not be resolved into incidents, as well as tracking the progress of the restoration processes and inform customers/business users until incidents closure, in order to limit loss from interruption and to ensure that customers/business users understand the processes being undertaken
  • Perform basic activities in developing and monitoring Planned Work Order (PWO) activities, based on applied/requested CRF, as well as performing basic relevant broadcasting activities (such as via emails and SMS) for both planned and unplanned outages, in order to ensure that activities are performed efficiently and timely as planned
  • Report general administration activities within shift and responsibility, including on overtime claims, attendance, shift schedules and appraisal evaluation, in order to ensure activities are recorded efficiently for further feedback
  • Collaborate basic activities with relevant functions for support on troubleshooting immediate issues/errors resolution, to provide preliminary support to enhance smoothness of network and service operations
  • Undertake routine preparatory checks/maintenance on network services, in order to ensure the availability of the system and protection of hardware and software
  • Perform other general network and services monitoring, and troubleshooting activities, to support successful completion of assigned/designated tasks
  • Perform basic activities to track, monitor, evaluate and periodically review the overall network and service monitoring, and troubleshooting processes and operations, as well as the overall processes of coordination with relevant parties/functions, in order to identify improvement opportunities, to ensure optimization of the operations
  • Perform basic analysis on benchmarking organizations in order to adopt market best practices into organization
  • Collect feedbacks from relevant parties and perform basic analysis to ensure business and other requirements are met
  • Assist senior members to perform conventional assignments or to identify and respond generic, basic issues, in order to ensure better understand of the processes for future references
  • Contribute, if needed, to the implementation of small, low complexity strategic project, which is simple and specific in nature, under guidance, in order to support senior members in the documentation or reporting of performance
  • Learn to use professional concepts and company policies and procedures to solve patterned problems
  • Be accountable for other certain works as assigned from immediate superior level


  • Bachelor Degree in Electronics and Communication or equivalent
  • 2-3 years work experience
  • Knowledge of basic VAS services,GSM/UMTS
  • Strong oral and written communication skills including ability to effectively communicate at all levels of the organization
  • Proven experience in project management, driving change and leading teams
  • Well versed in using Power point to create management level presentations
  • Fluent in English


Permanent, Full-time


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