The SAM is responsible for ensuring the quality, performance, and reliability of services delivered to assigned customer accounts. This role acts as the primary operational and technical point of contact during US business hours, ensuring compliance with Service Level Agreements (SLAs), contracted KPIs, and high customer satisfaction.
The SAM collaborates with internal teams and customer stakeholders to proactively manage service performance, resolve incidents, and mitigate risks impacting service delivery.
Key Responsibilities
- Service Performance SLA Management
- Ensure compliance with agreed SLAs, KPIs, and contractual deliverables
- Monitor service performance and drive corrective actions
- Prepare and present service performance reports (KPIs, SLAs, trends)
- Customer Stakeholder Management
- Act as technical SPOC for customers during US time zone
- Support Customer Success Managers (CSMs) with operational insights
- Participate in customer meetings and provide service updates
- Ensure proactive and transparent communication
- Incident Problem Management
- Monitor and follow up on incidents, service requests, and tickets
- Ensure timely resolution and SLA adherence
- Coordinate and escalate issues with internal teams
Qualifications
Education
Bachelor's or Master's degree in Computer Science, Engineering, Telecommunications, or related field
Experience
5+ years in Service Assurance / Service Delivery / Operations
Skills Competencies
- Knowledge of service assurance frameworks and monitoring tools
- Understanding of infrastructure (OS, patching, backups, VPNs, certificates)
- Familiarity with telecom standards and best practices
- Robust communication and presentation skills
- Analytical and problem-solving mindset
- Ability to work in a global environment
Working Conditions
- Aligned to US business hours
- Collaboration with internal teams across multiple time zones
Disclaimer: This job posting has been aggregated from external source.
📌 Service Assurance Manager (India)
🏢 Headspin Technologies
📍 India
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