Job description

The Analyst Service Assurance based at Dubai International Academic City (Business Unit: edara) manages daily operations of trouble tickets to ensure resolution and fixes within contractual Service Level Agreements (SLA), drives daily interaction with stakeholders across SOC transport, Core, and IT to eliminate challenges affecting services stability, and tracks monthly partner performance for adherence to agreed contractual targets with enforcement of penalties and deductions as needed per contract. The role approves and reviews raised PR/PO/Invoices in a timely manner to keep operations running smoothly for both du and partners, ensures CSAT above 90% through FSA for all FSA trouble tickets, and improves NPS by assuring service continuity and stability to improve among other telecom operators. It includes improving personal skills via specialized trainings, managing and training staff on new systems and new products, and setting up training plans for Service Partners’ resources in coordination with the HR training team and the retained organization to implement effective customer interactions, systems knowledge, and technical knowledge across all staff. Qualifications specify a Diploma or Bachelor Degree in Telecommunication, minimum 5 years of experience in a managerial role of telecom industry, good understanding of Digital transformation, and good knowledge of Telecom services and products, with skills including excellent command of English and Arabic (written/spoken), good communication with understanding of B2B telco business, excellent knowledge of Microsoft Office tools, analytical thinking and openness for transformation, and project management skills.