Process Manager

Candidate Profile Eligibility (We are Looking for)

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.

Service Assurance Quality Governance (Key Roles Responsibilities)

1. 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.
2. 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.
3. 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

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

3. Reporting Analytics

1. Operational Dashboards: Publish a Daily Queue Quality Dashboard, Public Update Compliance Dashboard, and Escalation Compliance Dashboard.
2. Trend Backlog Reporting: Produce RCA Trend Analysis, an Aging Backlog Quality Report, and a Weekly Operational Health Report.
3. Monthly Service Assurance Report: Publish a monthly Service Assurance report with improvement recommendations. Reporting must focus on identifying trends and driving corrective actions.
4. 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.

Working window 24x7

Working Location Airoli, Mumbai

Disclaimer : This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.