Manager Service Assurance for Mumbai

2 weeks ago

Mumbai, Maharashtra, India Talent Leads Consultants Full time ₹ 12,00,000 - ₹ 36,00,000 per year


Job Description:
  • This role will be leading the Strategic Planning, Deployment, Maintenance and Performance of the Fibre Network Infrastructure, Service Delivery & Service Assurance.

Key Responsibilities:

  1. Fibre Network Strategy & Operations
  • Develop and lead the strategic expansion, modernization, and maintenance of the fibre network.
  • Oversee network design, build-out, splicing, testing, and commissioning activities.
  • Ensure high network uptime, redundancy, and future scalability aligned with business growth.

  2. Service Delivery Management
  • Lead the provisioning and activation of customer services (FTTH, leased lines, enterprise services etc) within defined SLAs.
  • Optimize workflows between sales, planning, installation, and technical support teams to ensure smooth onboarding.
  • Monitor and improve order-to-activation timelines and customer experience KPIs.

  2. Service Assurance Leadership
  • Own and manage fault resolution processes across the fibre network and customer connections.
  • Implement proactive network monitoring and automated alerting systems.
  • Drive continual improvement in service availability, MTTR (Mean Time to Repair), and customer satisfaction.

  2. Cross-Functional Coordination
  • Collaborate with NOC, Field Teams, and other teams to ensure a seamless customer journey.
  • Ensure alignment between network capabilities and service offerings through coordination with Product and Sales teams.
  • Lead incident management and service restoration during major outages or disasters.

  2. Performance Monitoring & Reporting
  • Define and monitor SLAs, KPIs, and operational dashboards for all functions under scope.
  • Report performance metrics to executive leadership and recommend improvements.
  • Ensure regulatory compliance and accurate record-keeping.

  2. Team Leadership & Development
  • Lead a multidisciplinary team of engineers, planners, service delivery managers, and field technicians.
  • Build a culture of accountability, innovation, and customer-first mindset.
  • Mentor senior managers and develop succession plans.

  2. Budgeting & Vendor Management
  • Manage capital and operational budgets for fibre deployment, service operations, and maintenance.
  • Oversee vendor selection, performance, and contract negotiations.
  • Drive cost-efficiency without compromising service quality.

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