Summary
Overview
Work history
Education
Skills
Languages
Custom
Personal Information
Timeline
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Jaber AlRajab

Jaber AlRajab

Abu Dhabi,U.A.E.

Summary

Telecommunications and Service Delivery Leader with over 23 years of experience in managing enterprise clients, telecom infrastructure projects, and high-stakes service operations. Recognized for driving strategic telecom initiatives for ADNOC and UAE government entities while maintaining service excellence and business continuity. Adept in network operations, client relationship management, and delivery of innovative telecom solutions.

Overview

25
25
years of professional experience
6
6
years of post-secondary education

Work history

Sr. Manager – Client Service Management

Etisalat by e&
Abu Dhabi
01.2014 - 07.2025
  • Lead client service operations for ADNOC Group, one of Etisalat’s top enterprise clients.
  • Ensure seamless telecom service delivery, issue resolution, and infrastructure support across ADNOC’s Onshore and Offshore operations.
  • Understand customers’ network and infrastructure to ensure its availability for upcoming projects and remove road-blockers for ongoing projects if necessary.
  • Taking escalations for resolving critical issues and ensuring Service Availability & Business Continuity.
  • Coordinate with Etisalat teams to resolve incidents, maintain SLAs, and manage escalations.
  • Incident Management: Responsible for smooth follow-up and closure of Incidents in coordination with all Etisalat & customer teams to avoid any SLA breach and to restore service to normal norms at earliest.
  • Service Level Management: Negotiate, approve appropriate service level targets with customer & monitored compliance by presenting service review reports frequently.
  • Problem Management: In coordination with concerned teams, identify Incident root cause, determine resolution, and then ensure that incident does not occur again.
  • Request Fulfillment Management: In coordination with concerned teams, fulfill customer’s service requests.
  • Pro-active planning, regular follow-up with concerned teams to analyze performance of site & discuss gaps & their solutions & process adherence to improve services.
  • Time-to-time review of existing telecom services of customer, suggesting any up-gradation and diversity as per criticality and changing work environment of customer, to improve reliability and availability of services.
  • Major achievements with main client ADNOC, with a reputation for leadership, reliability, and bringing strategic value. Some examples are:
  • Successfully relocated ADNOC HQ (2017), Offshore HQ (2018), and Drilling HQ (2019), adding relocation of ADNOC L&S HQ, Borouge HQ to ADNOC GAS DC(2024).
  • Modernized GSM networks across ADNOC Offshore and Onshore in coordination with Etisalat GSM teams.
  • Managed telecom readiness and infrastructure planning for ADNOC strategic projects (e.g., Ghasha & Hail, Taziz Chemicals, Delma Gas, ADNOC Gas new Maqtaa Control Room & ADNOC Sour Gas new PLQ Camp in Liwa).
  • Delivered new VSAT links and handled daily operations of 81 VSAT links across ADNOC Drilling onshore & offshore rigs (2017–2020).
  • Handling all NEC PABXs operations and delivery for new PABX related to ADNOC Opcos in coordination with Etisalat's major PABX team.
  • Managed conflict resolution within teams, ensuring smooth workflow.
  • Facilitated cross-functional collaboration leading to improved operational efficiency.
  • Established robust customer relationships for long-term business growth.
  • Managed daily workflow, delegating tasks to support seamless operations.
  • Collaborated with customer service teams to collect and evaluate customer feedback, implementing improvements to address customer pain points.

Service Delivery Manager – Central Marketing

Etisalat by e&
Abu Dhabi
01.2008 - 01.2014
  • Managed delivery of telecom services to 70+ UAE government entities.
  • Acted as single point of contact for escalations and critical issues.
  • Oversaw service lifecycle from pre-sales to project handover.
  • Responsible for building mutually beneficial relationship between Etisalat and customers.
  • Streamlined service delivery processes for enhanced client satisfaction.
  • Achieved higher client retention by prioritizing excellent customer service.
  • Drove continuous improvement, analysing customer feedback to identify trends and gaps in service offering.
  • Achieved higher client retention by prioritising excellent customer service.

Technical Manager

Emitac (Emirates Technology Co.)
Abu Dhabi
01.2002 - 01.2008
  • Worked as Technical Manager at Abu Dhabi support center, where experience and responsibilities covered following:
  • Distribute Onsite calls every day to team.
  • Focus team on tasks at hand or internal and external customer requirements. Help Keep team focused and on track.
  • Work with functional Managers and team sponsors to obtain necessary resources to support team’s requirements.
  • Escalate issues which cannot be resolved by team.
  • Supporting and establishing excellent relationships with customers.
  • Generates recommendations for development of new technical methods, products services related to HP products.
  • Coordinated cross-functional teams to achieve project goals.
  • Improved customer satisfaction by resolving technical complaints promptly.
  • Prioritised tasks according to business needs, maximised team output.
  • Prepared work schedules and assigned personnel to meet production plans.
  • Maintained smooth-running business operations by delegating priorities to staff abilities.

Telecom Training Intern

Orange (Jordan Telecom Co.)
Amman
06.2000 - 08.2000
  • Training was for two months in year 2000 . It included the following fields:
  • Transmission.
  • Exchange systems.
  • Satellite Earth Station.
  • Held refresher courses and workshops to reinforce key concepts and skills.
  • Facilitated soft skills training, improving communication and interpersonal abilities.
  • Developed soft skills by providing training in time-management, problem-solving, and effective communication.
  • Created training programmes guaranteed to achieve key organisational objectives.

Education

Bachelor of Engineering - Telecommunication and Electronics Engineering

Applied Science University
Amman/Jordan
10.1996 - 09.2001

General Secondary Exam -

Abu-Dhabi Secondary School
Abu Dhabi/ UAE
09.1995 - 06.1996

Skills

  • Communication
  • Patience
  • Problem Solving
  • Motivation
  • Empathy
  • Negotiation Skills
  • Product Dev Life Cycle
  • Technology and Business Oriented
  • Service level management
  • Incident management
  • Problem management
  • Request fulfilment management
  • Telecom infrastructure planning

Languages

English
Arabic

Custom

  • Cycling
  • Running

Personal Information

  • Date of birth: 04/09/78
  • Nationality: Jordanian
  • Marital status: Married

Timeline

Sr. Manager – Client Service Management

Etisalat by e&
01.2014 - 07.2025

Service Delivery Manager – Central Marketing

Etisalat by e&
01.2008 - 01.2014

Technical Manager

Emitac (Emirates Technology Co.)
01.2002 - 01.2008

Telecom Training Intern

Orange (Jordan Telecom Co.)
06.2000 - 08.2000

Bachelor of Engineering - Telecommunication and Electronics Engineering

Applied Science University
10.1996 - 09.2001

General Secondary Exam -

Abu-Dhabi Secondary School
09.1995 - 06.1996

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Jaber AlRajab