Service Assurance

2 months ago

Pune, India Tech Mahindra Full time

5 days working as per UK shifts Rotational shifts with two rotational week offs.

Experience into Technical / Troubleshooting/Assurance is needed.
- Provide **technical support** to our TalkTalk Wholesale Partners via fault tickets for

voice and broadband services.
- **Triage fault reports** and ensure the ticket is assigned to the correct internal or

third-party resolver group for resolution.
- Booking engineer appointments on behalf of the Partner for end user visits.
- Provide regular updates to Partners on faults until fault resolution.
- Manage third party resolver groups to ensure they are resolving faults within SLA.
- Escalate with third-party resolver groups if SLA breaches.
- **Cross domain co-ordination
- **Liaising and escalating with external suppliers and other TalkTalk departments to ensure minimum disruption and downtime to customers.
- Ensuring customer satisfaction at all time.
- Skilled resources with Analytical bent and problem-solving mindset with excellent communication skills will be required to support the process
- The team will be working on the AHTs provided by TalkTalk experienced SMEs; as a result, TechM will be deploying a mix of resources with Service Assurance background to support operational rigor and drive ops efficiencies
- Experienced resources will aid in the team with quick decision making and reduce the learning curve on bespoke scenarios
- Resource are expected to be skilled with understanding of tests and diagnostics involved in the process to maintain the shorter SLAs involved in assurance.
- Domain knowledge will be important since the customer comms are sensitive and time impacting
- Proactive collaboration with third party resolver groups including escalation management required to ensure speedy resolution and follow-ups to manage SLAs

**Salary**: ₹250,000.00 - ₹400,000.00 per month

**Benefits**:

- Health insurance
- Provident Fund

Schedule:

- Rotational shift

Ability to commute/relocate:

- Pune, Maharashtra: Reliably commute or planning to relocate before starting work (required)

**Education**:

- Bachelor's (required)

**Experience**:

- total work: 1 year (required)

Expected Start Date: 07/07/2023

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