Job Title : Consumer Service Assurance Engineer – Fixed 

Job Description

We are hiring a Consumer Service Assurance Engineer – Fixed in Pune/Kolkata with 5–8 years of experience in Telecom Service Assurance, Fixed Consumer Operations, Trouble Ticket Management, Technical Support, and Service Delivery. The role is responsible for managing daily Fixed Consumer Service Assurance operations, monitoring service partners, ensuring timely trouble-ticket resolution, maintaining SLA and quality targets, and driving continuous improvement across fixed consumer products.

The ideal candidate should have strong technical knowledge of telecom fixed-line services and access technologies, experience managing technical/service assurance teams or partners, and the ability to coach, mentor, audit, and improve operational performance. Experience with CRM, ERP, trouble-ticketing systems, UAT, process documentation, and service assurance reporting will be highly relevant.

Location: Pune / Kolkata, India
Work Mode: Onsite
Shift: Rotational / Business-Aligned Shifts
Process: Fixed Consumer Service Assurance / Telecom Operations
Industry: Telecommunications

Key Responsibilities

1. Fixed Service Assurance Operations: Manage daily Fixed Consumer Service Assurance operations, proactively monitor trouble tickets, ensure appropriate assignment, track ageing, and drive timely resolution within agreed SLAs.

2. Service Partner & Quality Management: Monitor outsourced service partners, technical teams, and customer service representatives through audits, performance reports, quality checks, productivity tracking, and improvement plans.

3. Technical Coaching & Training: Coach and mentor technical employees and team leaders, conduct process/system training, certify trainers, and ensure teams remain updated on fixed-line technologies and troubleshooting processes.

4. Escalation & Stakeholder Management: Handle customer and business escalations, act as the single point of coordination for Fixed Consumer Trouble Ticketing, and work with commercial and technical teams on projects and service improvements.

5. Process, Reporting & Transformation: Prepare weekly/monthly performance reports, maintain E2E process documentation, MoP/WI and training materials, support UAT/regression testing, identify process risks, and drive operational efficiency initiatives.

Required Skills

1. Telecom Service Assurance – Fixed Consumer

2. Trouble Ticket Management & SLA Management

3. Telecom Operations & Technical Support

4. Service Partner / Vendor Performance Management

5. Quality Management, Reporting & Process Improvement

Qualification

• Bachelor's degree in Engineering, Telecommunications, Information Technology, Business, or a related discipline.

• 5–8 years of overall experience, including preferably 5+ years in the Telecom industry and experience in a Business Operations/Service Assurance role.

• CCNA certification is preferred/required as specified for the role.

• Strong knowledge of Fixed Consumer Telecom services, trouble-ticketing processes, service assurance, access technologies, CRM/ERP systems, and operational workflows.

• Excellent English communication skills, strong analytical thinking, Microsoft Office proficiency, and stakeholder management capabilities.

Important Notes

• Ex TCS Employees can't apply.

• PAN and DOB are required for profile creation.