Job Overview
The Sri Lanka Computer Emergency Readiness Team | Coordination Centre (Sri Lanka CERT) invites applications from qualified and experienced candidates for the post of Call Centre Officer cum Social Media Advisor – Grade II (2 positions). The officer will assist in carrying out call centre operations and customer support activities related to cyber-security.
Position Details
- Position: Call Centre Officer cum Social Media Advisor – Grade II
- Number of Vacancies: 2
- Organization: Sri Lanka CERT
- Location: Colombo, Sri Lanka
- Age Limit: Not less than 20 and not more than 30 years
- Closing Date: 6 November 2026
Organization Overview
Founded in 2006, the Sri Lanka Computer Emergency Readiness Team (Sri Lanka CERT) is the nation’s National CERT, mandated to protect the cyber space of Sri Lanka and to implement the approved Information and Cyber Security Policy for Government Organizations.
Qualifications & Experience
Candidates must meet one of the following:
- Option 1: Diploma (SLGF 3 or comparable NVQ Level 5) or similar qualification in communications, computing, social sciences, business management or another relevant field, obtained from a local or foreign institution recognized by the Tertiary and Vocational Education Commission (TVEC), with at least 2 years of experience as a Call Centre Officer or in a similar role within a reputed private sector cyber-security service provider, public corporation, statutory board, fully government-owned company or reputed commercial establishment, after obtaining the Diploma
- Option 2: Passed G.C.E. Advanced Level with 3 subjects in one sitting, or an Advanced Certificate equivalent to NVQ Level 4 in communications, computing, social media, social sciences, business management or another relevant field, recognized by TVEC, with at least 3 years of experience as a Call Centre Officer or in a similar role (preferably with social media platform experience) within a reputed private sector cyber-security service provider, public corporation, statutory board, fully government-owned company or reputed commercial establishment, after obtaining the Advanced Level qualification
Key Responsibilities
- Handle basic inward and outward calls regarding basic cyber-security issues and incidents
- Provide face-to-face advisory services to social media victims
- Provide initial cyber-security guidance and escalate complex inquiries to higher-level support
- Log and document all customer interactions and follow up on unresolved issues
- Monitor and respond to basic inquiries and comments on social media platforms
- Share cyber-security tips, updates and alerts on social media under supervision
- Assist in creating content for social media aligned with the national CERT’s objectives
- Maintain accurate records of all calls and social media interactions
- Assist in preparing reports on common issues, inquiries and social media trends
- Provide feedback and suggestions for improving customer support processes
Required Skills
- Theoretical knowledge in information security and cyber-security
- Computer literacy
- Proficiency with social media platforms
- Good written and verbal communication skills
- Fluency in writing and speaking English and Sinhala/Tamil
- Multi-tasking skills
Salary & Benefits
The all-inclusive monthly salary is Rs. 77,500.
How to Apply
Candidates who meet the requirements should email their resume with a recent photograph and the names of two non-related referees to careers@cert.gov.lk on or before 6 November 2026, stating “Call Centre Officer cum Social Media Advisor – Grade II” in the subject line. Applications are addressed to the Chief Executive Officer, Sri Lanka Computer Emergency Readiness Team | Coordination Centre, Room 4-112, BMICH, Bauddhaloka Mawatha, Colombo 07.
Important Notes
- Only shortlisted candidates will be notified
- The job description is not all-inclusive; employees may perform other related duties as required by Sri Lanka CERT
