Engineer – Consumer Service Assurance

Location: Pune / Kolkata

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

The Opportunity

We’re looking for an experienced Consumer Service Assurance – Fixed professional 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.

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