Job – Senior Systems Engineer
📍 Location: Colombo, Sri Lanka
🏢 Company: Dialog Axiata PLC
🕒 Employment Type: Full-Time
Company Overview
Dialog Axiata PLC is Sri Lanka’s leading telecommunications provider and a proud member of the Axiata Group Berhad. With a proven track record of innovation and service excellence, Dialog has transformed the local telecom landscape through its comprehensive suite of connectivity solutions. From mobile and broadband services to satellite TV and infrastructure, Dialog is at the forefront of digital transformation in Sri Lanka. As the first Sri Lankan company to surpass a USD 1 billion market capitalization, Dialog continues to set industry benchmarks in technology, service, and corporate governance.
Role Overview
We are currently looking for an experienced Senior Systems Engineer to oversee IT infrastructure operations within our contact center environment. This role requires a strategic thinker with hands-on experience in systems management, vendor coordination, voice infrastructure, and end-user support. The selected candidate will play a pivotal role in ensuring the smooth operation of our mission-critical customer service platforms.
Key Responsibilities
- Supervise the contact center end-user support team and collaborate with managed service providers to address incidents and service requests efficiently.
- Ensure consistent service delivery in alignment with established SLAs through regular performance evaluations and quality assurance practices.
- Provide first and second-level support for all contact center voice applications and infrastructure.
- Monitor the health of hardware and software systems to ensure 100% uptime and proactive fault resolution.
- Manage planning and configuration of contact center voice systems to optimize performance.
- Support the integration and deployment of new technologies and special projects relevant to the contact center.
- Engage regularly with call center leadership to align IT operations with business priorities.
- Oversee vendor interactions, enforce SLA adherence, and lead monthly performance review meetings.
- Maintain accurate IT asset inventories and ensure software licensing compliance.
- Implement and monitor baseline information security protocols.
- Prepare reports on KPIs, system health, and incident trends for management review.
- Research and recommend enhancements to voice infrastructure solutions.
- Provide on-call support and ensure succession planning within the team.
Candidate Profile
- Bachelor’s degree in Information Technology, Engineering, or a related field.
- Minimum 2 years of experience in systems engineering or IT infrastructure support.
- Proven knowledge of the IT and telecommunications industry.
- Proficient in Windows systems administration.
- Strong communication, leadership, and problem-solving skills.
- Professional certifications or equivalent qualifications in networking, systems, or telecom are an added advantage.
Frequently Asked Questions (FAQs)
Does this role involve shift work or on-call availability?
Yes, the role requires 24×7 on-call availability to support mission-critical systems, especially during outages or project implementations.
What systems and technologies will I be working with?
You’ll be working with a range of enterprise-grade voice platforms, Windows-based infrastructure, and contact center applications. Experience with voice systems and ITIL frameworks will be beneficial.
Is this a technical or managerial role?
This is a hybrid role. While technical expertise is essential, the position also involves team leadership, vendor coordination, and process management.