Job Description - Service Assurance

Location - Airoli (Navi Mumbai)

Notice Period - Immediate Joiner / 30 Days

Shift

24x7 Rotational ShiftEducation:Graduate or post-graduate in any streaM/Field.Domain Experience (mandatory):Minimum 5+ years of experience in Telecom, ISP, Managed Services, Network Operations Centre (NOC), or Service Assurance environments — essential for understanding troubleshooting quality and operational decisions on technical tickets.Quality & Governance Background:Prior experience in Quality, Operational Governance, Service Assurance, or Technical Audit functions, with a minimum of 3 years in a dedicated audit or governance capacity.Leadership Experience:Minimum 2 years of experience in team handling or a supervisory capacity (essential for driving governance routines, managing underperformance, and closing feedback loops with Operations).Flexibility:Must be comfortable and versatile working in a 24/7 environment, including rotational night shifts.Technical & Domain Skills (The “Must-Haves”)Telecom Domain Knowledge:Working knowledge of IP, Ethernet, FTTx,



Transport, Event Management, and Critical Infrastructure, sufficient to assess troubleshooting quality, ticket documentation, and operational decisions.Data & Tools:Hands-on proficiency in Advanced Excel (Macros, Pivot Tables, VLOOKUP) or data visualization tools (Power BI / Tableau) to build and manage quality and governance dashboards independently.Service Assurance Quality Ecosystem:Deep understanding of telecom service-assurance quality measures such as Ticket Quality, Public Update (“Make Public”) Compliance, Escalation Compliance, RCA / RFO Quality, SOP & Process Compliance, and SLA Compliance.Service Assurance & Quality Governance (Key Roles & Responsibilities)

1. Service Assurance QualityAudit & Closed-Loop Feedback:Monitor, evaluate, and analyze technical tickets, troubleshooting steps, and customer communications for quality and compliance. Communicate findings and run a tight “cl

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