Service Assurance Manager

2 months ago


Remote, United Arab Emirates Expereo Full time

THE ROLE:
The Service Assurance Manager is responsible for providing permanent solutions for chronic issues related to customer install base on reactive and proactive approach.

Key Responsibilities:

- Providing CSM/SM team with monthly proactive performance reviews for our premium customers.
- Attend customer monthly review meetings with CSM/SM and discuss monthly performance reviews.
- Conduct monthly reviews of chronic sites and initiate improvement plans (SIPs) to address underlying issues.
- Perform in-depth analysis to identify the root causes of service disruptions or performance issues and implement permanent fixes through SIPs.
- Review SLA breached cases and Validate TTR to minimize penalties paid to customers.
- Create Root Cause Analysis (RCA) reports for escalated issues, detailing chronological events, contributing factors, high-level findings, and lessons learned.
- Engage with suppliers monthly to ensure a significant reduction in incidents, chronic sites, and SLA breaches.
- Review and rank supplier performance based on quality assurance monitoring.
- Conduct onboarding training for new clients to familiarize them with our products, services, and support processes.
- Bachelor’s degree in computer science, Information Technology, or related field.
- Proven experience in network performance analysis, problem management, or a similar role.
- Strong analytical skills with the ability to perform in-depth analysis and root cause analysis.
- Experience with SLA management, supplier performance evaluation, and customer onboarding processes.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal teams and external stakeholders.
- Certifications such as ITIL, CCNA, or equivalent are a plus.
- Experienced in working on CRM and BI tools like Salesforce, MicroStrategy
- Self-motivated with the ability to work independently and prioritize tasks effectively



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