Job Overview

We are looking for an experienced Engineer – Consumer Service Assurance (Fixed) to lead and support Fixed Consumer Service Assurance operations and associated service partners.

The role is responsible for ensuring exceptional service assurance across fixed consumer product lines, maintaining operational control over the partner operating model, monitoring trouble tickets, ensuring SLA compliance, improving service quality, and supporting technical teams across different access technologies.

The ideal candidate should have strong experience in Telecom Operations, Fixed Service Assurance, Trouble Ticket Management, Incident Management, Technical Support, Service Partner Management, SLA Management, Quality Assurance, Escalation Management, Training, Coaching, Reporting, Process Improvement, and Network Operations.

Key Responsibilities

Consumer Service Assurance Operations

• Perform daily Consumer Service Assurance (Fixed) operations.

• Manage and monitor Fixed Consumer Service Assurance activities across assigned operations.

• Maintain operational control over service partner activities and ensure adherence to agreed processes and service standards.

• Ensure remote and field technical teams have the required technical knowledge and process expertise.

• Monitor service delivery across different access technology networks.

• Ensure customer requests and trouble tickets are processed and resolved within agreed SLA and quality targets.

Trouble Ticket Management

• Proactively monitor all Consumer Fixed Trouble Tickets (TT).

• Ensure appropriate trouble ticket assignment and timely resolution.

• Track daily trouble ticket status and resolution progress.

• Act as the single point of coordination and interface for Consumer Fixed Trouble Ticketing.

• Monitor and follow up on aged trouble tickets until final resolution.

• Identify delays, bottlenecks, and recurring issues affecting ticket resolution

Customer & Escalation Management

• Assist Customer Service Representatives in handling customer escalations.

• Promote a strong service-oriented and customer-focused work environment.

• Support resolution of complex technical and service-related customer issues.

• Handle escalations involving high-value and technically sophisticated customers.

Service Partner Management

• Exercise operational oversight of associated service partners and outsourced teams.

• Monitor partner performance, productivity, quality, and SLA adherence.

• Identify performance gaps and support the development of improvement plans.

• Drive improvements in partner productivity and QA results.

• Conduct regular performance reviews and follow up on corrective actions..

Training, Coaching & Development

• Provide technical and process coaching to Customer Service Representatives and Team Leaders.

• Conduct training on designed business processes and associated system implementations.

• Train and certify trainers responsible for training outsourced partners.

• Ensure technical teams remain updated on processes, systems, network technologies, and operational procedures.

• Support employee development and maximize individual and team potential..

Reporting & Performance Management

• Generate and maintain monthly and weekly performance reports.

• Prepare 12 monthly reports and 52 weekly performance and progress reports annually.

• Track operational KPIs, SLA performance, productivity, quality, and ticket ageing.

• Provide accurate performance analysis to management and stakeholders.

• Report operational risks, issues, opportunities, and improvement initiatives.

Process Documentation & Governance

• Maintain updated end-to-end process documentation for Back Office Consumer Operations.

• Develop and maintain MoP, Work Instructions (WI), process documents, and business rules.

• Ensure operational documentation remains accurate and aligned with current processes.

Process Design & Business Requirements

• Participate in operational process design and development of related work instructions and business rules.

• Support the preparation and documentation of business requirements for system development.

• Collaborate with commercial, operational, technical, and cross-functional teams on new projects.

Systems Testing & Implementation

• Participate in testing of designed processes and associated systems.

• Ensure systems adequately support defined business processes.

• Participate in User Acceptance Testing (UAT) and identify anticipated system defects.

Systems & Technology

Experience or exposure to the following systems is preferred:

• BSCS IX

• CRM / Siebel

• ERP systems

• IN / eServ

• Intranet web applications

• Microsoft Office

• MS Excel

• Telecom Trouble Ticketing systems

Required Experience

• Minimum 5 years of experience in the Telecom industry.

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

• Experience in Consumer Service Assurance / Fixed Service Assurance is preferred.

• Experience in telecom operations, trouble ticket management, service assurance, or technical support is highly preferred.

• Experience managing service partners, outsourced teams, or technical operations is an advantage.

Educational Qualification

• Bachelor's degree or equivalent qualification.

• Minimum bachelor's degree is required.

• Additional relevant technical or telecom certifications are preferred.

Certification

• CCNA certification is mandatory/preferred as specified by the business requirement.

• Additional telecom/networking certifications are an advantage.

Required Technical & Professional Skills

• Strong knowledge of Telecom Service Assurance.

• Knowledge of Fixed Consumer products and services.

• Strong understanding of Trouble Ticket Management and Incident Management.

• Knowledge of SLA monitoring and service performance management.

Communication Skills

• Excellent command of English – written and spoken.

• Strong verbal and written communication skills.

• Ability to communicate effectively with customers, business stakeholders, technical teams, vendors, and service partners.

• Strong presentation and articulation skills.

• Ability to communicate complex technical and operational issues clearly.

Leadership & Soft Skills

• Strong coaching and mentoring capabilities.

• Effective team leadership and people-management skills.

• Strong stakeholder management abilities.

• Customer-focused and service-oriented approach.

• High level of ownership and accountability.

• Strong organizational and time-management skills.

Risk, Compliance & Continuous Improvement

• Monitor operational risks and identify potential service delivery issues.

• Support risk and opportunity assessments for Consumer Operations.

• Develop and implement appropriate risk mitigation plans.

• Identify opportunities to improve productivity, quality, customer experience, and operational efficiency.

• Support continuous improvement and operational excellence initiatives.

• Ensure adherence to company policies, processes, controls, and SLAs.

Other Requirements

• Candidate should be comfortable working in a telecom service assurance environment.

• Experience working with internal teams, service partners, vendors, and business stakeholders is preferred.

• Candidate should be willing to work from office as per business requirements.

• Ex-TCS employees are not eligible to apply.

• PAN and Date of Birth (DOB) are required for Employee Profile (EP) creation.