The VP, Head of Call Center provides strategic and operational leadership across all internal and outsourced consumer-facing (B2C) and enterprise (B2B) contact center operations. Reporting directly to the Head of Customer Experience, this role establishes a unified contact center strategy, enforces COPC quality standards, and manages vital vendor partnerships. You will champion operational excellence to drive efficiency, foster high-performing service teams, improve customer satisfaction and ultimately deliver exceptional customer delight. Strategic Leadership: Define and execute the long-term vision and roadmap for all internal and outsourced contact center operations, aligning with broader company goals and the Customer Experience strategy. Operational Excellence: Oversee day-to-day contact center performance across both B2C and B2B channels, continuously optimizing workflows, service levels, and key performance indicators (KPIs). Vendor & Outsourcing Management: Manage strategic relationships with external outsourced partners to ensure performance accountability, service-level agreement (SLA) compliance, and cost-effectiveness. Quality & Standards Enforcement: Implement and uphold rigorous quality assurance frameworks, specifically enforcing COPC (Customer Operations Performance Center) standards to deliver best in class service delivery. Team & Culture Building: Mentor, develop, and inspire a high-performing organization of internal leaders and front-line service teams, fostering an environment of engagement, continuous learning, and customer-first culture. Cross-Functional Collaboration: Partner closely with product, sales, IT, and CX teams to streamline customer journeys, resolve escalated issues, and feed customer insights back into the broader business. Executive Reporting: Deliver timely, data-driven performance dashboards and operational insights to senior leadership.
Job Summary: Provide Capacity & Design, Planning and Implementation support for 4G/5G Cloud Mobile Core nodes (Circuit Core/ IMS Core/ UDM/ USC/ AUSF ,etc. ). Key Responsibilities: Support the planning, design, installation, and maintenance of infrastructure including hardware and software Calculate the Cloud CS/IMS Core VNF/CNFs traffic forecast for software and Hardware expansion Assisting line managers in calculating the traffic forecast and budget requirements related with CS & IMS Core nodes and new projects Develop High Level Design (HLD) and Low-Level Design (LLD) for CS & IMS Core VNF/CNF as well as follow up MS team to regular updating for existing Network nodes Explore the new SPML/SOAP command as per new business requirement and support to integration end to end Negotiating with Suppliers and internal stakeholders’ alignment for new PO/PR and GRN process and keep systematically well recorded Document and maintain documentation of network designs, solutions, and processes. Design and solution preparation and optimization for Cloud CS, IMS, Network database, Signaling nodes Able to travel as per the job requirement is mandatory
Bago Division
13 Oct 2026
Mandalay - Taungtha, Amarapura Bago - Thaegon/Paukkhaung, Latpadan Sagaing - Shwebo Job Purpose This position requires to do distribution expansion as new outlet finding, new DTR finding and to improve monthly sales & efficiency of sales team. Key Responsibilties Responsible for visiting our Distributors within the assigned territories daily to support their needs. Responsible to meet the monthly/weekly targets assigned by the management. Visit dealer’s outlets to ensure all sales and operations systems are up, POS (Point of Sales) materials are displayed adequately, etc. Help solve Distributor’s operation issues, incentive discrepancies, ageing and customer’s complaint. Responsible to prepare and submit daily/weekly sales report to Manager in timely manner. Train and educate DTR/CSE/POS on new products, promotions roadshows and ground activities. Handling customer concerns Responsibilities, Lead & Train to other team members on behalf of Line manager. Daily morning gate meeting for planning today KPIs to achieve and evening gate meeting to check back the results Regular visit to BTS including LUTs to get more customer base, POS, ETO and recharge sale, feedback network issues timely Enhance market visibility and availability, support retail sales. If there is necessary for certain function, need to act and follow the direction accordingly.
Job Summary: Design end-to-end IT solutions that meet business needs, ensuring scalability, performance, and alignment with enterprise architecture standards. Key Responsibilities: Lead solution design ensuring architecture alignment. Translate business needs into architecture artifacts. Conduct impact analysis for changes. Review and approve technical specifications. Engage with delivery/integration teams. Maintain architecture repository. Ensure adherence to enterprise architecture policies, procedures and processes in the IT landscape. Ensure alignment of architecture with company’s standards, governance and organization’s direction. Ensure alignment with compliances and legal regulations of the country. Perform business analysis activities (e.g. requirement gathering, requirement analysis, business requirement specification, functional requirement specification etc.). Ensure proper impact analysis is done from different system perspectives for all new requirements before development starts. Ensure proper effort estimates are done based on the selected architectural models for the new requirements before development starts. Ensure effective communication with all stakeholders such as business users, different vendors, technical experts, and subject matter experts. Coordinate and negotiate with vendors/partners, to ensure alignment with initial agreement as well as optimal benefit for the company. Provide inputs to support test scenario design and support user acceptance testing (UAT) activities. Perform architectural activities for different IT functions. Ensure updated technical documents. Take technical ownership and take necessary technical decisions. Be accountable for assigned works.
Lead nationwide FTTH service operations and vendor management, ensuring reliable service delivery, disciplined installation and maintenance execution, measurable vendor performance and strong customer experience. Take ownership of nationwide operational performance, vendor SLA/KPI achievement, installation and maintenance turnaround, backlog and repeat complaint reduction, ONU collection performance, cost efficiency and governance compliance. FTTH O&M owns operational coordination, field/vendor execution, service delivery tracking and vendor SLA/KPI management. Work closely with Fixed & Mobile Technical Operation team for technical diagnosis, advanced troubleshooting, technical configuration, technical RCA and solution design. Lead nationwide FTTH operations covering service installation, activation coordination, maintenance execution, service restoration coordination and customer-impacting operational escalations. Own the FTTH vendor management framework: vendor allocation, service delivery standards, installation/maintenance SLA and KPI scorecards, performance reviews, corrective actions and escalations. Set operational policies, standard operating procedures, service assurance governance and clear accountability across Yangon, Mandalay and other regions. Drive improvement of installation lead time, repair SLA, backlog, repeat complaints, first-time-right installation, and customer service outcomes. Oversee field execution for ODN and last-mile maintenance, ONU collection from terminated customers, work-order completion and evidence-based vendor acceptance. Lead weekly/monthly operational and vendor reviews; ensure corrective-action commitments are closed and contractual issues are escalated to Procurement/Legal as appropriate. Coordinate with Customer Care, Sales, Planning, Rollout, Finance and Fixed & Mobile Technical Operation for technical diagnosis and resolution. Own operating budget, resource capacity planning, vendor productivity and operational risk management; report performance and improvement priorities to management Review nationwide operational dashboard, critical SLA breaches, backlog, installation delays and vendor exceptions. Chair priority and escalation reviews; authorize recovery plans and vendor corrective actions. Review Yangon/Mandalay regional performance, customer-impacting issues and cross-functional blockers. Approve weekly priorities, validate management reporting and track major risks to closure
We are seeking a practical developer to improve the applications, integrations and automations used by ATOM operations teams. The role focuses on reliable support-system development, fast issue resolution and responsible AI-assisted coding Develop and maintain internal operation-support applications, backend functions, APIs, scripts and workflow automations. Support business operations systems such as broadband/FTTH, smart device or IoT services, CRM integrations and reporting tools as assigned. Investigate application defects, analyze logs, reproduce incidents and implement fixes under established change-control and escalation procedures. Create and maintain API integrations, scheduled jobs, data validation routines, operational dashboards and technical documentation. Work with operations users to clarify issues, test fixes, support UAT and verify production outcomes. Use Git, ticketing tools, basic tests and peer review to deliver traceable and maintainable changes. Use approved AI coding assistants and AI-enabled development workflows to accelerate requirements analysis, implementation, refactoring, testing and documentation while retaining human accountability for quality. Validate AI-generated code through code review, automated tests, security checks and performance assessment; do not deploy unverified output. Protect source code, credentials, customer information and internal business data: use only company-approved AI tools and comply with access, privacy and information-security policies. Timely resolution of assigned application-support development tasks and defects. Stable, documented automations and integrations that reduce manual operational work. Secure, tested and responsible use of AI-assisted development tools
We are seeking a hands-on technical leader to build and evolve ATOM BG’s web and mobile platforms. The role combines full-stack engineering, delivery leadership and responsible AI-assisted development to improve software quality and speed Lead hands-on delivery of responsive web applications, mobile applications and supporting backend APIs for ATOM business and operational platforms. Own solution design, application architecture, database integration, reusable components and end-to-end delivery from requirements to production. Build and maintain secure REST APIs and integrations with internal systems, payment, CRM, broadband and partner services as applicable. Manage sprint planning, technical task allocation, code reviews, release readiness, defect resolution and developer mentoring. Partner with product owners, operations, QA, security and infrastructure teams to translate business needs into maintainable solutions. Improve engineering efficiency using CI/CD, automated tests, observability and reliable deployment practices. Use approved AI coding assistants and AI-enabled development workflows to accelerate requirements analysis, implementation, refactoring, testing and documentation while retaining human accountability for quality. Validate AI-generated code through code review, automated tests, security checks and performance assessment; do not deploy unverified output. Protect source code, credentials, customer information and internal business data: use only company-approved AI tools and comply with access, privacy and information-security policies. Reliable web and mobile releases delivered on agreed priorities and timelines. Improved code quality, test coverage, application stability and team development throughput. Responsible and effective adoption of AI-assisted software engineering
Manage daily FTTH operations and vendor execution to deliver timely installations, effective maintenance coordination, accurate work-order closure and consistent service performance across assigned regions. FTTH O&M owns operational coordination, field/vendor execution, service delivery tracking and vendor SLA/KPI management. Run daily FTTH installation, maintenance, service restoration coordination and field work-order operations in assigned areas. Assign, prioritize and follow up vendor work orders; track commitments, response times, installation completion and maintenance SLA performance. Maintain daily trackers for pending installation, aging trouble tickets, overdue vendor actions, repeat visits, missed appointments and unresolved customer issues. Coordinate ODN and last-mile field maintenance, preventive work schedules, site access and material/ONU logistics as required. Verify vendor completion evidence, customer confirmation and work quality before operational closure; identify false or incomplete closures. Track terminated-customer ONU collection assignments, vendor visit evidence, recovery outcomes and outstanding devices. Escalate technical diagnosis, configuration, OLT/ONU/PON issues and root cause analysis to Fixed & Mobile Technical Operation; coordinate vendor execution of approved technical solutions. Prepare daily and weekly KPI reports, investigate underperformance and implement agreed corrective actions with vendors. Coordinate Yangon/Mandalay field officers and relevant Customer Care, Sales, Planning and Rollout counterparts Review overnight open cases, installation queue, repair backlog and SLA-at-risk work orders. Conduct vendor morning huddle; assign priorities, manpower and due dates. Track vendor dispatch, attendance, site progress, quality evidence and customer updates throughout the day. Escalate technical blockers to Fixed & Mobile Technical Operation and repeated vendor nonperformance to the Head. Validate closures, update trackers and issue end-of-day performance and exception reports Make sure the installation on-time completion, maintenance SLA adherence, aging work-order reduction, vendor productivity, closure quality, repeat visits, ONU recovery tracking and reporting accuracy
Job Purpose: Assistant Manager, Technology Risk & Compliance is responsible for supporting the day-to-day operation of the Governance, Risk & Compliance (GRC) program. The role performs security risk assessments, compliance monitoring, audit support, third-party security reviews, issue tracking, policy administration, awareness activities, and reporting. The position acts as a key operational resource to ensure security controls, compliance requirements, and risk management activities are executed effectively and consistently across the organization. Key Responsibilities: Risk Assessment & Risk Register Management Conduct cybersecurity and technology risk assessments for systems, projects, applications, and business initiatives. Identify, assess, and document risks using established methodologies. Maintain and update risk registers. Track risk treatment plans and remediation progress. Follow up with risk owners on overdue actions. Prepare risk reports and risk dashboards. Compliance Monitoring Perform periodic compliance reviews against organizational policies and standards. Collect and validate compliance evidence from stakeholders. Monitor compliance with regulatory and contractual requirements. Support control testing and compliance assessments. Assist in the implementation and monitoring of corrective actions. Audit Support Coordinate audit requests from internal and external auditors. Gather and review required audit evidence. Maintain audit documentation and evidence repositories. Track audit findings and management action plans. Monitor remediation progress and closure status. Prepare audit status reports. Third-Party Risk Management (TPRM) Perform vendor and supplier security assessments. Review security questionnaires and supporting documents. Assess third-party security controls against established requirements. Track remediation actions arising from vendor assessments. Maintain third-party risk assessment records. Monitor assessment schedules and renewals. Policy & Control Management Support development, review, and maintenance of security policies, standards, and procedures. Track policy review cycles and approvals. Maintain control inventory and compliance mappings. Assist business and IT teams in understanding security requirements. Ensure policy exceptions are properly documented and tracked. Security Awareness Operations Coordinate cybersecurity awareness campaigns. Support phishing simulation activities. Track employee training completion rates. Prepare awareness communications and educational materials. Maintain awareness metrics and reporting. Security Metrics & Reporting Prepare weekly and monthly GRC operational reports. Track key risk indicators (KRIs) and compliance metrics. Maintain dashboards and management reporting packs. Analyze trends and highlight emerging risks. Escalate overdue compliance and risk actions. Project & Change Risk Reviews Participate in project security reviews. Perform risk assessments for new systems, applications, and technology changes. Review security controls during project lifecycle activities. Track closure of security requirements before implementation. Documentation & Record Management Maintain GRC repositories and documentation. Ensure evidence and records are properly stored and retrievable. Support regulatory inquiries and information requests. Maintain accurate and up-to-date compliance records.