Lead Service Excellence Analyst

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Date: Dec 28, 2025

Location: SA

Company: stc

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

Skills

Education

Bachelor Degree in Engineering or Business Administration

Additional Education

Certifications