Head - SME Service Assurance

Job Summary:

The SME Service Assurance Head is responsible for overseeing all aspects of service performance, fault management, and operational excellence for SME customers. This role ensures that service-level agreements (SLAs) with customers and partners are consistently met or exceeded. The incumbent will lead / co-ordinate a team focused on proactive and reactive assurance, drive root cause analysis, and ensure rapid resolution of network and service-related issues.

Key Responsibilities:

• Lead and manage the SME Service Assurance to deliver 24x7 support and maintain high service availability.
• Own end-to-end service performance management across voice, data, and transport services.
• Establish and monitor SLAs/OLAs with internal departments.
• Define and implement service assurance frameworks, KPIs, and dashboards.
• Drive continuous improvement initiatives to enhance service reliability, reduce MTTR (Mean Time to Repair), and prevent recurring incidents.
• Manage incident, problem, and change management processes aligned with ITIL or similar frameworks.
• Oversee escalations and act as the primary contact for major service outages or performance issues.
• Collaborate closely with engineering, planning, and operations teams to ensure optimal service design and delivery.
• Ensure regulatory and compliance requirements related to service availability and quality are met.
• Lead periodic service reviews with key internal and external stakeholders.
• Evaluate and implement tools and technologies for proactive service monitoring and analytics.

Qualifications & Experience:

• 10+ years of experience in telecom service assurance or network operations, with at least 5 years in a leadership role.
• Proven experience managing large-scale service assurance functions for B2B
• Hands-on experience with NMS/OSS/BSS platforms and tools like Netcool, SolarWinds, HP OpenView, etc.
• ITIL certification (Foundation or higher) is preferred.
• Bachelor's degree in Telecommunications, Electronics, or a related field is preferred
• Strong leadership, communication, and stakeholder management skills.

Key Skills:

• Strategic planning and operational leadership
• Service performance analytics and reporting
• SLA/OLA management and vendor governance
• Incident/Problem management
• Strong analytical and troubleshooting abilities
• Excellent interpersonal and negotiation skills
• Adaptability and crisis management