du
Analyst Service Assurance
- Permanent
- Dubai, United Arab Emirates
- Experience 5 - 10 yrs
Job expiry date: 09/10/2025
Job overview
Date posted
25/08/2025
Location
Dubai, United Arab Emirates
Salary
AED 20,000 - 30,000 per month
Compensation
Comprehensive package
Experience
5 - 10 yrs
Seniority
Experienced
Qualification
Bachelors degree
Expiration date
09/10/2025
Job description
The Analyst Service Assurance is responsible for managing daily telecom service operations, ensuring trouble tickets are resolved within SLA, and maintaining service stability across stakeholders. The role involves monitoring partner performance, enforcing contractual targets, approving financial processes (PR/PO/Invoices), and enhancing customer satisfaction through service continuity. Additionally, the Analyst will drive initiatives to improve CSAT and NPS, oversee partner training plans, and support digital transformation goals.
Required skills
service assurance
SLA management
telecom operations
digital transformation
telecom products
trouble ticket management
partner performance tracking
customer satisfaction analysis
NPS improvement
financial approvals
training development
B2B telecom business
microsoft office
analytical thinking
project management
Key responsibilities
- Manage and ensure the daily operations of trouble tickets resolved and fixed within contractual SLA
- Interact with SOC transport, Core and IT teams daily to eliminate service stability challenges
- Track monthly partner performance and ensure adherence to contractual targets and SLA achievement
- Impose penalties and deductions as needed in case of degradation as per contract
- Approve and review raised PR/PO/Invoices in a timely manner to ensure smooth operations
- Ensure CSAT above 90% through FSA for all FSA trouble tickets
- Improve NPS score by assuring service continuity and stability
- Enhance personal skills through specialized trainings
- Manage training of staff on new systems and products
- Setup training plans for Service Partners resources in coordination with HR training team
Experience & skills
- Diploma or Bachelor Degree in Telecommunication
- Minimum 5 years of experience in a managerial role in telecom industry
- Good understanding of Digital Transformation
- Good knowledge of Telecom services and products
- Excellent command of English and Arabic (written/spoken)
- Good communication skills with understanding of B2B telco business
- Excellent knowledge of Microsoft Office tools
- Analytical thinking and openness for transformation
- Project management skills
