Service Assurance Manager

Service Assurance Manager page is loaded## Service Assurance Manager locations:
14F Valero Teleparktime type:
Full time posted on:
Posted Todayjob requisition :
RAt Globe, our goal is to create a wonderful world for our people, business, and nation. By uniting people of passion who believe they can make a difference, we are confident that we can achieve this goal.##
** Job Description
** E2E manager for service assurance of Mobile Data Services
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* DUTIES AND RESPONSIBILITIES:

**** Business Interface for Service Management
*** SPOC for Enterprise Business, Consumer Mobile Business, Prod Man and OSMCE teams to escalate service issues and complaints
* Regular updates to Business on service performance and customer experience, key initiatives and incidents affecting service level
** Service Quality Management
*** Create, Own, and Manage Enterprise and International Service Performance Dashboard.
* Analyze cause of breaches in service quality thresholds, abnormal network behavior, performance degradation and loss of data.
* Monitor and highlights anticipated service quality (or network quality) issues to the concerned support groups
* Track and Manage the resolution of any service issues (or network resource issue) that affects service delivery, availability, and quality
* Collaborate with different support groups across the organization to resolve service or network (resource) issues by initiating and/or presiding over meetings with stakeholders.
* Recommend and provide inputs or direction in the prioritization of addressing quality sites or issues.
* Post Validation of service improvement based from the completed network quality programs/initiatives.
** Service Incident Management
*** Communicate to Business teams the services affected by critical incidents thru OTT app and open Business bridge as necessary.
* Follow up on aging tickets or escalations from Business team and ensure resolution & timelines.
* Join technical bridge to provide input on incident restoration, call technical bridge for aging tickets
* Provide Recommendations to improve network performance monitoring to SCC in relation to service experience.
* Conduct trending analysis and provide inputs on incident investigation and RCA.
* Responsible for closure / Communication to Business / Knowledge management (inputs)
* Responsible for making recommendations to Operations team to align on priorities at the Service Management Review Board meetings
** Service Problem Management
*** Continuously improve service level such as SLA and KQI metrics.
* Review recurring incident or service issues and provide recommendation for permanent fix or solutions.
* Collaborate with domains and support groups for the permanent fix recommendations.
* Develop streamlined processes to ensure efficient work flows and minimize service issues.
** Service Experience Optimization and Analytics
*** Recommend and participates in the network quality improvement programs involving the different engineering & operations disciplines such that network and service benchmark figures are better or at par with the competition.
* Provide input to TSD to update design guidelines based on analysis of service data and customer experience.
* Provide insights to stakeholders such as customer behavior, trends and patterns to improve subscriber experience and maximize business opportunities.
** Service Experience Testing
*** Conduct regular Service testing of existing services.
* Oversee operational service tests, review service performance, and provide input to Product, TSD teams in reviewing service roadmap.
* Manage Service Active Test script configuration and results.
** Customer Complaints and Survey Technical Analytics
*** Analytics & correlation of service issues based on FR/PIR, Fizzback, TRIM, NPS.
* Report/Updates stakeholders on the analysis, action plans and timelines
** Service Management Review Board and Network Quality Management
*** Own and present to Senior Management and Stakeholders the overall service performance, issues and improvement initiatives.
** Equal Opportunity Employer
** Globe’s hiring process promotes equal opportunity to applicants, Any form of discrimination is not tolerated throughout…