Enterprise Complaints Leader: SLA, RCA & Escalations

edara; Dubai; On-site; AED 180,000 - 240,000; Full time

Job summary

edara is seeking a seasoned professional to lead enterprise complaint resolution and SLA governance, coordinating with NOC, Provisioning, Billing, and sales teams. This role focuses on root cause analysis, process improvements, and program transformation under the Ignite initiative.

The ideal candidate will have 3–5 years in enterprise customer operations, strong English skills, and experience with network services and B2B SLAs. Join a dynamic team delivering critical telecom services.

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 enterprise complaint resolution and escalation across MPLS, DIA, VPN, IPLC, and SD-WAN services.
• Govern SLA adherence, monitor penalties risk, and report on revenue leakage.
• Conduct root cause analysis to identify process improvements in network, provisioning, and billing.
• Manage Ignite program across migrations, train 400+ agents, and support system transitions.
• Ensure regulatory compliance with TRA/TDRA and maintain audit-ready documentation.

Skills

English fluency

Arabic desirable

CRM platforms

Data analytics

Excel

PowerPoint

Stakeholder management

Executive communication

Education

Bachelor’s degree in Business Administration, Telecommunications, IT

ITIL certification (advantage)

Six Sigma certification (advantage)

Customer experience management certification (advantage)

Tools

CRM platforms

Enterprise ticketing systems

Job description

edara is seeking a seasoned professional to lead enterprise complaint resolution and SLA governance, coordinating with NOC, Provisioning, Billing, and sales teams. This role focuses on root cause analysis, process improvements, and program transformation under the Ignite initiative.

The ideal candidate will have 3–5 years in enterprise customer operations, strong English skills, and experience with network services and B2B SLAs. Join a dynamic team delivering critical telecom services.