Lead Service Excellence Analyst

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Job Purpose
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The role holder is responsible for ensuring 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 duties in accordance with stipulated business policies and procedures.

• 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 the SEA team, contributing to the implementation of 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 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 dashboards providing real-time status, performance metrics, and incident updates, ensuring they are customizable and accessible to key stakeholders.
• Deliver comprehensive reports on 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, and Monthly reports for KPI and MTTR.

4 - 6 Years

• Prior experience within the Telecommunication industry.

Professional

Bachelor Degree in Engineering or Business Administration

Mid-Senior level

Full-time

Other

Telecommunications