Lead Service Excellence Analyst at stc

, , Saudi Arabia -

Full Time

Start Date

Immediate

Expiry Date

28 Mar, 26

Salary

0.0

Posted On

28 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Service Delivery, Incident Management, Business Continuity, Disaster Recovery, Performance Metrics, KPI Tracking, Continuous Improvement, Root Cause Analysis, AIOps, Analytics Tools, Predictive Analytics, Telecommunications, Collaboration, Reporting, Customer Satisfaction, Service Quality

Industry

Telecommunications

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 YearsNature of Experience Prior experience in - within the Telecommunication industry Job Band ProfessionalSkills Education Bachelor Degree in Engineering or Business AdministrationAdditional Education Certifications

Responsibilities

The Lead Service Excellence Analyst is responsible for ensuring high-quality service delivery and maintaining dashboards for real-time performance metrics. The role includes incident management, business continuity planning, and continuous improvement initiatives.