Service Assurance Expert

2 weeks ago

Bengaluru, Karnataka, India Orange Business Services Full time

About the Role

At Orange Business Services, we're seeking a highly skilled Service Assurance Expert to join our team. As a key member of our Chief Technology Information Office, you'll play a critical role in designing, implementing, and optimizing service management solutions and processes.

Key Responsibilities

  • Design and implement service assurance processes, workflows, and solutions based on industry best practices and organizational requirements.
  • Develop and maintain service catalogues, service level agreements (SLAs), and operating level agreements (OLAs).
  • Identify opportunities for process improvements and implement changes to enhance service efficiency, effectiveness, and customer satisfaction.
  • Conduct regular assessments and audits of service management processes to ensure compliance and identify areas for optimization.
  • Collaborate with business units, IT teams, and external vendors to understand service requirements and ensure alignment with organizational goals.
  • Facilitate workshops and meetings with stakeholders to gather requirements, provide updates, and drive consensus on service management initiatives.
  • Lead the selection, implementation, and management of SM tools and platforms.
  • Configure and customize SM tools to support service management processes and workflows.
  • Provide training and support to staff and other stakeholders on service management processes and tools.
  • Develop and maintain documentation, including process guides, training materials, and user manuals.
  • Define key performance indicators (KPIs) and metrics to measure the effectiveness of service management processes.
  • Generate and analyze reports to monitor service performance, identify trends, and make data-driven decisions.
  • Oversee the incident and problem management processes to ensure timely resolution of issues and minimize service disruptions.
  • Conduct root cause analysis and implement corrective actions to prevent recurrence of incidents.
  • Design and manage change and release management processes to ensure smooth deployment of new services and updates.
  • Assess and mitigate risks associated with changes to the product environment.

About You

We're looking for a highly motivated and experienced professional with a deep understanding of SA frameworks, tools, and best practices. You should have strong analytical, problem-solving, and decision-making skills, as well as excellent communication and interpersonal skills.

Additional Information

As a Service Assurance Expert at Orange Business Services, you'll have the opportunity to work with a talented team of professionals who are passionate about delivering high-quality services. You'll be responsible for designing, implementing, and optimizing service management solutions and processes to ensure operational excellence and customer satisfaction.

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