Location: Pune / Kolkata

Experience: 5–8 Years
Salary: Up to 9 LPA

The Opportunity

We’re looking for an experienced Consumer Service Assurance – Fixed skilled to manage fixed-service assurance operations, service partners, trouble-ticket resolution, SLA performance and technical quality across consumer products.

What You’ll Do

- Manage daily Fixed Consumer Service Assurance operations and service partners.

- Monitor and follow up on trouble tickets (TTs) through resolution, ensuring SLA adherence.

- Handle customer and business escalations and drive timely issue resolution.

- Coach and mentor technical teams, Team Leaders and customer service representatives.

- Conduct training, certify trainers and support partner capability development.

- Monitor service quality through audits, performance reports and quality checkpoints.

- Act as the key coordination point for Consumer Fixed Trouble Ticketing .

- Prepare monthly and weekly performance reports and present operational insights.

- Maintain E2E process documentation, MoP/WI, training materials and business rules .

- Support process design, UAT, regression testing and system implementation.

- Work with tools and platforms such as BSCS IX, Siebel CRM, ERP,



IN/eServ and web applications .

- Identify process risks and opportunities and drive partner productivity and quality improvements.

- Support projects and ensure deliverables are completed within agreed timelines.

What We’re Looking For

- 5+ years of telecom experience , including at least 4 years in a back-office/operations role .

- Bachelor’s degree.

- CCNA certification preferred/required.

- Strong experience in Fixed Consumer Service Assurance, trouble-ticket management or telecom operations .

- Good understanding of service assurance processes, SLA management and quality operations.

- Experience coaching technical teams and managing service-partner performance.

- Strong analytical, reporting and problem-solving skills.

- Excellent written and verbal English communication.

- Proficiency in Microsoft Office .

- Experience with UAT, process documentation and operational improvement is an advantage.

Interested? Send your updated CV highlighting your telecom, fixed service assurance, trouble-ticket, SLA, technical operations and team-coaching experience .

PAN and DOB are required for profile creation.

📌 Engineer - Consumer Service Assurance (Pune)
🏢 Gratitude
📍 Pune