Service Assurance Manager

This is a fully remote position, open to applicants in India.

📋 Description

• Ensure adherence to established SLAs, KPIs, and contractual obligations.

• Oversee service performance and implement corrective measures as necessary.

• Compile and deliver service performance reports, including KPIs, SLAs, and trends.

• Serve as the technical Single Point of Contact (SPOC) for customers during US time zones.

• Assist Customer Success Managers (CSMs) by providing operational insights.

• Engage in customer meetings to offer service updates.

• Maintain proactive and clear communication.

• Track and follow up on incidents, service requests, and tickets.

• Ensure prompt resolution and adherence to SLAs.

• Coordinate and escalate issues with internal teams as needed.

⛳️ Requirements

• Bachelor's or Master's degree in Computer Science, Engineering, Telecommunications, or a related field.

• More than 5 years of experience in Service Assurance, Service Delivery, or Operations.

• Familiarity with service assurance frameworks and monitoring tools.

• Understanding of infrastructure elements such as OS, patching, backups, VPNs, and certificates.

• Knowledge of telecommunications standards and best practices.

• Excellent communication and presentation abilities.

• Strong analytical and problem-solving skills.

• Capability to operate effectively in a global environment.

🏝️ Benefits

• Health insurance.

• 401(k) matching.

• Flexible work arrangements.

• Opportunities for professional development.