Manager Service Assurance for Mumbai

Job Description:

• Routing – BGP / OSPF / MPLS
• Switching – Layer 2 & Layer 3
• Installation and configuration of Layer 2 & Layer 3 network devices
• Troubleshooting of Layer 2 & Layer 3 network devices and infrastructure
• Configuration of BNG’s (Nokia / Juniper / Microtik)
• Periodically upgrade patches, firmware on all servers and network devices
• Help to design and implement network
• New Connectivity Configuration
• New Device Integration (end to end Configuration / Testing / Acceptance)

• Service Management

1. Ensure compliance with agreed SLAs (Service Level Agreements) and KPIs for enterprise customers.
2. Monitor and report service performance metrics.
3. Coordinate resolution of customer-impacting issues in collaboration with NOC and technical teams.

• Customer Engagement

1. Serve as the primary service assurance contact for assigned enterprise accounts.
2. Lead regular service review meetings with clients.
3. Maintain a high level of customer satisfaction through proactive communication and issue resolution.

• Incident and Problem Management

1. Escalate and manage critical incidents affecting enterprise customers.
2. Conduct root cause analysis (RCA) and implement corrective and preventive actions (CAPA).
3. Manage major outage communications and updates to customers.

• Process and Continuous Improvement

1. Drive initiatives to improve service quality and operational efficiency.
2. Develop and refine standard operating procedures (SOPs) for customer service assurance.
3. Collaborate with internal teams for service improvement plans.

• Reporting and Analytics

1. Generate detailed service performance and incident reports.
2. Analyze trends to identify systemic issues affecting enterprise customers.
3. Present reports to internal stakeholders and customers during review meetings.