Service Assurance Engineer

Role & responsibilities

Purpose of the Job

• Build a one-to-one relationship with the SAM (Service Assurance Manager) customers based on an understanding of customers and business environment.
• The role involves going beyond brand building for AES products/ services and adding value to AES business by creating a personal, holistic and integrated service experience for the customer.

Key Deliverables

• Implementation of the CSM (Client Service Management) Organization & SAM Strategy for the Airtel Enterprise Services with the Customers.
• Implementation of Network Performance Measures & Undertake Periodic Reviews of Customer network Performance.
• Identify and Deploy Measures to Improve Service Levels.
• Develop & Nurture Relationships with relevant people at Client Organization.
• Identify opportunities to shore up recurring revenue opportunities.

Skills Required

• Customer Focus and Customer first attitude.
• Reasonable Commercial, process and Business Awareness.
• Perseverance and go getter attitude.
• Collaborative relationships building & working.
• Effective Communication and Impact.
• Self-Management and Personal Development.

Educational Qualifications

• Engineering degree with MBA (Desirable) or Diploma / Engineering degree.

Work Experience

• 1+ years of technical operations and Customer Facing experience.
• Must have telecom product knowledge (IP, ILL, MPLS, SDWAN etc)
• Expertise with managing large and complex ISP accounts.
• Must be in a customer-facing role and technically sound with a strong understanding of transmission, networks and OEMs deployed for connectivity.