Senior Executive - BSS & Fintech Operations

Senior Executive - BSS & Fintech Operations 

Job Purpose:  

We are seeking a highly skilled Senior Executive for our BSS & Fintech Operations team. This role is crucial for ensuring that incident management and problem management processes are effectively followed and executed for our software systems. The successful candidate will identify, analyze, and execute configurations for various software systems (including DMS, PMS, Star Points, JIRA, MyDialog App, Dialog.lk, CTM, OneCRM, Bizcare) to meet business requirements. This may involve configuration only or a combination of troubleshooting, configuration, development, and integration.  

Key Responsibilities:  

• Ensure timely resolution of complaints/issues related to systems within defined SLAs. 

• Manage internal and external customer complaints effectively to maintain expected resolution times.  

• Calculate and post billing dispute waivers to resolve customer issues.  

• Correct incorrect data to maintain system integrity.  

• Follow up on incidents until successful closure to avoid delays.  

• Share incident updates and reports with L1 leads for visibility on resolution progress.  

• Adhere to defined incident management procedures for compliance.  

• Provide accurate solutions to resolve incidents.  

• Offer maximum support to internal/external staff for problem resolution.  

• Coordinate with L2 support teams to define and resolve problems.  

• Regularly update end users on the status of issues.  

• Prepare statistical and operational reports.  

• Conduct system health checks and proactive restarts.  

• Troubleshoot and resolve all incidents and problems.  

• Raise support tickets and follow up as necessary.  

• Administer logs, alerts, and monitoring systems.  

• Troubleshoot system issues to identify root causes accurately.  

• Apply system configurations to prevent revenue impact (including new alarm configurations, system & portal configurations, package configurations, and agent configurations).  

• Provide reports on request and ensure system uptime as per defined KPIs.  

• Monitor and analyze issues, coordinating with vendors for support.  

• Conduct routine monitoring of processes and implement corrective actions.  

• Support various system deployments and provide administration for system configurations.  

• Participate in requirement gathering sessions to bridge operational gaps.  

• Conduct user acceptance testing (UAT) for new releases and change requests.  

• Resolve issues in system test environments as needed.