Job Title: Lead – Provisioning Systems Support

Job Purpose

Establish and maintain strategic partnerships across business units, executive teams, and subject matter experts to optimize CRM & Billing Provisioning systems. You will lead the IT technical support operations, overseeing ticket management, SLA compliance, vulnerability remediation, and complex deployments. By leveraging RPA and analytics-based improvements, you will drive operational efficiency and ensure a seamless customer experience through cross-functional collaboration.

Key Responsibilities

Operational Excellence: Manage daily huddles, clear roadblocks, and provide expert guidance to resolve complex inquiries.
System Integrity: Proactively identify and resolve performance issues and oversee complex configuration management and monitoring dashboards.
SLA & Compliance: Ensure all support activities align with defined service levels, security standards, and vulnerability fixing protocols.
Stakeholder Management: Act as the primary technical liaison between business units, service engineering, and external vendors.
Strategic Planning: Develop emergency uptime plans and anticipate obstacles to minimize operational impact.
Root Cause Analysis: Identify recurring problem patterns and collaborate with development teams to implement permanent fixes.
Innovation & Automation: Provide functional guidance for AI and RPA initiatives to streamline support workflows.
Data & Reporting: Formulate accurate system queries for law enforcement requests and prepare monthly performance presentations for senior leadership.
Process Improvement: Develop, implement, and train teams on new policies to consistently elevate support functions.

The Person

Education: Bachelor’s Degree in Information Technology, Business, or a related field.
Expertise: Deep functional knowledge of Provisioning systems across various business units (e.g., Mobile and Fixed).
Experience: At least 2 years of experience in the CRM and Provisioning domain, specifically within the telecommunications industry.
Skills: Strong negotiation and communication skills, with a proven ability to manage high-pressure situations and lead technical teams.

More Details
Company Name : Dialog Axiata
Closing Date: 31/05/2026
Dialog Axiata website

To apply for this job please visit hcmcloud.dialog.lk.