Process Manager

Candidate Profile & Eligibility Requirements

• Education: Graduate or post-graduate in any stream/field.
• Domain Experience (Mandatory): Minimum 5+ years of experience in Telecom, ISP, Managed Services, Network Operations Centre (NOC), or Service Assurance environments — essential for understanding troubleshooting quality and operational decisions on technical tickets.
• Quality & Governance Background: Prior experience in Quality, Operational Governance, Service Assurance, or Technical Audit functions, with a minimum of 3 years in a dedicated audit or governance capacity.
• Leadership Experience: Minimum 2 years of experience in team handling or a supervisory capacity (essential for driving governance routines, managing underperformance, and closing feedback loops with Operations).

• Flexibility: Must be comfortable and flexible working in a 24/7 environment, including rotational night shifts.

   

Technical & Domain Skills (The “Must-Haves”)

• Telecom Domain Knowledge: Working knowledge of IP, Ethernet, FTTx, Transport, Event Management, and Critical Infrastructure, sufficient to assess troubleshooting quality, ticket documentation, and operational decisions.
• Data & Tools: Hands-on proficiency in Advanced Excel (Macros, Pivot Tables, VLOOKUP) or data visualization tools (Power BI / Tableau) to build and manage quality and governance dashboards independently.
• Service Assurance Quality Ecosystem: Deep understanding of telecom service-assurance quality measures such as Ticket Quality, Public Update (“Make Public”) Compliance, Escalation Compliance, RCA / RFO Quality, SOP & Process Compliance, and SLA Compliance.

1. Service Assurance Quality

• Audit & Closed-Loop Feedback: Monitor, evaluate, and analyze technical tickets, troubleshooting steps, and customer communications for quality and compliance. Communicate findings and run a tight “closed-loop” feedback mechanism with the Operations team to fix gaps immediately.
• Quality Scope Owned: Own and govern Ticket Quality & Documentation, Troubleshooting Quality, Public Update (“Make Public”) Compliance, Escalation Compliance, RCA / RFO Quality, SOP & Process Compliance, Customer Communication Quality, High Severity / Hard Down ticket reviews, and Aging Ticket governance.
• Client & Review Management: Maintain and update tracking statuses across internal databases and client-facing platforms. Lead the creation of Monthly and Quarterly Business Review (MBR/QBR) decks and represent the team on client calls.

2. Operational Governance

• Aged Ticket Audits: Perform daily audits of aged tickets (>720 mins / >1000 mins), alongside queue hygiene and backlog reviews.
• Ownership & Assignment Compliance: Govern assignment and ownership compliance and On-Hold ticket governance across all queues.
• Escalation & Repeat-Issue Governance: Track escalation timeline adherence and conduct repeat-issue analysis to prevent recurrence.
• Queue Scorecards: Publish weekly quality scorecards for each queue.

3. Reporting & Analytics

• Operational Dashboards: Publish a Daily Queue Quality Dashboard, Public Update Compliance Dashboard, and Escalation Compliance Dashboard.
• Trend & Backlog Reporting: Produce RCA Trend Analysis, an Aging & Backlog Quality Report, and a Weekly Operational Health Report.
• Monthly Service Assurance Report: Publish a monthly Service Assurance report with improvement recommendations. Reporting must focus on identifying trends and driving corrective actions.
• Tooling & Automation: Leverage Advanced Excel (VLOOKUP, Pivot Tables, Macros) or BI tools (Power BI / Tableau) to architect, update, and automate the above dashboards and reports.

Key Metrics Owned:

• Quality & Compliance: Ticket Quality Score, Public Update Compliance, Escalation Compliance, RCA Quality Score, and Documentation Accuracy.
• Operational Health: SLA Compliance, Aging Ticket Compliance, Repeat Defect Rate, Process Compliance, and Audit Closure Effectiveness.