Enterprise Complaints Lead: SLA & Escalations

edara; Dubai; On-site; AED 300,000 - 480,000; Full time

Job summary

edara is seeking a seasoned operations professional to manage enterprise complaint resolution and SLA governance from its Dubai operations. You will coordinate with NOC, provisioning, billing, and sales teams to resolve high-impact issues across MPLS, VPN, and SD-WAN services.

The role requires 3–5 years in enterprise B2B operations with supervisory experience, strong English (Arabic desirable), and proficiency with CRM and data analytics tools.

Qualifications

• Bachelor’s degree in Business Administration, Telecommunications, IT, or related field.
• Professional certifications in ITIL, Six Sigma, or customer experience management are an advantage.

Responsibilities

• Lead resolution of complex enterprise complaints across MPLS, DIA, VPN, and SD-WAN services.
• Serve as primary escalation point for P1 and P2 incidents; coordinate with NOC, Field Ops, Provisioning, Billing, and Enterprise Sales teams.
• Engage with enterprise customers during high-impact escalations to provide updates and support retention.
• Govern SLA compliance, monitor penalties, and report revenue leakage.
• Perform root cause analysis and drive process improvements to reduce complaint volumes.
• Lead system transformation and UAT to ensure zero customer impact.
• Train and mentor teams on new systems and processes to improve efficiency and customer experience.
• Ensure compliance with TRA/TDRA and internal policies; audit readiness.

Skills

Executive communication

CRM proficiency

Data analytics tools

Excel & PowerPoint

English proficiency

Arabic proficiency

Stakeholder management

Team leadership

Education

Bachelor’s degree in Business Administration / IT / Telecommunications

Tools

CRM platforms

Enterprise ticketing systems

Data analytics tools

Job description

edara is seeking a seasoned operations professional to manage enterprise complaint resolution and SLA governance from its Dubai operations. You will coordinate with NOC, provisioning, billing, and sales teams to resolve high-impact issues across MPLS, VPN, and SD-WAN services.

The role requires 3–5 years in enterprise B2B operations with supervisory experience, strong English (Arabic desirable), and proficiency with CRM and data analytics tools.