Engineer - Consumer Service Assurance (Fixed)

Location: Pune / Kolkata
Experience: 5–8 Years

Job Purpose

We are looking for an experienced Engineer – Consumer Service Assurance (Fixed) to manage and support Fixed Consumer Service Assurance operations. The role involves proactive monitoring and resolution of trouble tickets, handling customer escalations, ensuring SLA and quality compliance, coordinating with service partners, and supporting process improvement initiatives.

The ideal candidate should have strong technical knowledge of telecom networks, trouble ticketing processes, service assurance operations, and customer support, along with excellent analytical and communication skills.

Key Responsibilities

• Manage daily Consumer Service Assurance (Fixed) operations.

• Proactively monitor trouble tickets and ensure timely assignment and resolution within agreed SLAs.

• Monitor and follow up on ageing trouble tickets until closure.

• Handle customer and business escalations and ensure effective resolution.

• Act as the Single Point of Contact (SPOC) for Consumer Fixed Trouble Ticketing.

• Ensure adherence to Service Assurance SLAs, quality standards, and performance targets.

• Support customer service representatives and Team Leaders through coaching and mentoring.

• Conduct training and certification programs for trainers and outsourced service partners.

• Monitor service partner performance and drive productivity and quality improvement plans.

• Prepare weekly performance and progress reports and monthly operational reports.

• Maintain and update E2E process documentation, MoP, Work Instructions, and training materials.

• Participate in operational process design, business rules, and requirement gathering.

• Perform UAT, system testing, implementation testing, and regression testing.

• Identify system defects and report them in the required corporate format.

• Support projects and ensure timely completion of assigned deliverables.

• Perform quality management checks to ensure high standards of customer service delivery.

• Conduct risk and opportunity assessments and support continuous process improvement.

• Develop and present team development and performance improvement plans.

Required Qualifications & Skills

• Bachelor’s degree or equivalent qualification.

• 5–8 years of overall experience, preferably with experience in Telecom and Back Office operations.

• Minimum 4 years of experience in a Back Office role.

• Strong knowledge of Telecom Service Assurance and Trouble Ticketing processes.

• CCNA Certification is mandatory/preferred.

• Experience with systems such as CRM (Siebel), BSCS IX, ERP, IN/eServ, and web-based applications.

• Knowledge of UAT, regression testing, and process implementation.

• Excellent verbal and written English communication skills.

• Strong analytical and problem-solving abilities.

• Good knowledge of Microsoft Office applications, especially Excel and PowerPoint.

• Ability to handle escalations and work effectively with multiple stakeholders.

• Strong coaching, mentoring, and team development skills.

Important Notes

• Ex-TCS employees are not eligible to apply.

• PAN and Date of Birth are mandatory for profile creation.