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. 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. Working window 24x 7 Working Location Airoli, Mumbai 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.