Enterprise Complaints Lead & SLA Champion

eDaran

Abu Dhabi

On-site

AED 240,000 - 360,000

Full time

5 days ago

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Job summary

eDaran in Abu Dhabi seeks an Enterprise Operations Specialist to lead resolution of complex enterprise complaints across MPLS, DIA, VPN and SD-WAN, ensuring service quality and customer retention. You will coordinate with NOC, Field Operations, Provisioning, Billing and Enterprise Sales to resolve P1/P2 incidents, monitor SLAs and report on revenue protection.

Ideal candidate has 3–5 years in enterprise telecom operations, strong English, Arabic is a plus, and proficiency with CRM and ticketing

Qualifications

Bachelor's degree in a relevant field.
Experience with enterprise network services (MPLS, VPN, SD-WAN).
Experience in B2B enterprise telecom operations and SLA management.

Responsibilities

Lead resolution of complex enterprise complaints across MPLS, DIA, VPN, IPLC and SD-WAN.
Coordinate with NOC, Field Ops, Provisioning, Billing and Enterprise Sales for timely resolution.
Monitor SLAs, protect revenue, and prepare executive incident summaries.
Conduct root cause analysis and drive process improvements across network, provisioning and billing.