Key Responsibilities

1. Own end-to-end service assurance for strategic and key enterprise customers.

2. Ensure adherence to contractual SLAs, OLAs, KPIs, availability, response, restoration, and resolution commitments.

3. Establish and monitor service assurance processes across network, IT, cloud, security, applications, field operations, and partner ecosystems.

4. Drive proactive monitoring and early-warning mechanisms to identify potential service degradation before customer impact.

5. Ensure effective handling of critical and high-priority incidents affecting enterprise customers.

6. Coordinate NOC, network engineering, field teams, vendors, and service delivery teams during major incidents

7. Drive timely customer communication at agreed intervals through monitoring of SLA commitments , repeat incidents , work on RCA & dashboards

8. Work closely with Sales and Account Management teams to protect customer relationships and reduce churn risk.

9.



Develop Review Mechanism - Daily critical escalation | Weekly aged-escalation reviews | Monthly enterprise service-performance reviews

10. Act as the senior escalation point for customer-impacting issues & work on Root Cause Analysis (RCA) & ensure closure of corrective/preventive action.

11. Identify opportunities for automation, predictive analytics, self-healing, and proactive service management.

12. Build robust relationships with enterprise customers through conducting regular Service Review Meetings (SRMs) and governance reviews with key customers & key HO stakeholders

Job Requirements : The role should have working knowledge of enterprise broadband and connectivity services, including:

1. Fiber / FTTH / FTTx

2. Enterprise Internet / ILL

3. MPLS & SD-WAN

4. IP connectivity, Last-mile connectivity

5. Managed Wi-Fi, Broadband access networks

6. Fiber cuts and transmission failures

📌 Enterprise Business opertaions Customer Service based at Mumbai
🏢 Talent Leads HR
📍 Mumbai