Lead Service Excellence Analyst

stc; Saudi Arabia; On-site; SAR 200,000 - 300,000; Full time

Job summary

A leading telecommunications company in Saudi Arabia seeks a professional with 4-6 years of experience in service delivery and incident management. The candidate will ensure the highest quality of service delivery, develop SLAs, and implement advanced incident management tools. A Bachelor's degree in Engineering or Business Administration is required. The role involves collaboration for real-time visibility and conducting regular performance reviews to enhance operational efficiency.

Qualifications

• 4-6 years of experience in the telecommunication industry.
• Expertise in designing and implementing SLAs.
• Skilled in continuous improvement frameworks.

Responsibilities

• Ensure uninterrupted service delivery to customers.
• Develop measurable service-level agreements (SLAs).
• Implement advanced incident management tools.
• Collaborate for real-time service visibility.
• Conduct audits and reviews for improvement.

Skills

Service delivery management

Incident management

Performance metrics development

Service continuity planning

Customer satisfaction tracking

Analytics tools usage

AI/ML predictive analytics

Education

Bachelor Degree in Engineering or Business Administration

Tools

AIOps platforms

Network performance dashboards

Job description

Job Purpose

The role holder is responsible for ensure availability of specific dashboards providing real-time status, performance metrics, and incident updates, ensuring they are customizable and accessible to key stakeholders. The role holder shall carry out his duties in accordance with the stipulated business policies and procedure.

Job Responsibility

• Ensure uninterrupted, highest-quality service delivery to all ‘Special Services’ customers
• Develop and maintain a zero-interruption policy with rigorous service-level agreements (SLAs), specifying measurable targets such as uptime percentages and maximum allowable downtime
• Guarantee business continuity and disaster recovery readiness, including regular drills, scenario planning, and periodic updates to contingency plans
• Ensure rapid detection, response, and resolution of incidents by all SEA team, contribute in implementing advanced incident management tools and training specific for SSEA
• Collaborate closely with the Service Operations Center (SOC) for real-time visibility and management of services, sharing a unified operational dashboard.
• Define and track specific key performance indicators (KPIs) for service quality, incident resolution time, and customer satisfaction, with dashboards for visibility
• Conduct regular reviews and audits to identify gaps and areas for improvement, supported by root cause analysis (RCA) of incidents
• Implement a continuous improvement framework to enhance operational efficiency and service quality
• Ensure an end-to-end visibility of specific services and underlying capabilities using advanced monitoring and analytics tools such as AIOps platforms and network performance dashboards
• Ensure availability of specific dashboards providing real-time status, performance metrics, and incident updates, ensuring they are customizable and accessible to key stakeholders
• Deliver comprehensive reports on specific service performance, incident management, and continuous improvement initiatives
• Ensure predictive analytics using AI/ML models to anticipate and mitigate potential risks before they impact services
• Generate Daily, Weekly, Monthly Report for KPI, MTTR.

Job Responsibility (cont.)

Years Of Experience

4 - 6 Years

Nature Of Experience

• Prior experience in - within the Telecommunication industry

Job Band

Professional

Education

Bachelor Degree in Engineering or Business Administration

Certifications

Additional Education