Manager Applications & Service Assurance

Overview Manager Applications & Service Assurance

Reporting to :

Dy. Director Core & Cloud Network

Last Date to Apply : 28th September, 2025

Job Purpose To lead the development of technology-driven use cases by leveraging Smart Care, Smart Analytics, and automation. The role includes designing and maintaining a centralized technology database, extracting actionable insights, and ensuring continuous improvement in service performance and customer experience through advanced analytics and automation initiatives.

Job Responsibilities

Use Domain Specific technical knowledge to identify the potential use cases of SQM / CEM for business teams.

Analyze service data from Smart Care platforms (e.g., customer support, network diagnostics) and Smart Analytics tools to identify high-impact areas for innovation.

Collaborate with business units, network teams, and digital channels to develop data-driven use cases that improve service delivery, customer satisfaction, and operational efficiency.

Identify Use cases that serve for areas like Operational service management, business support & development and provide AUTO RCAs for various scenarios. (KPI to KQI to QOE Mapping.)

Convert insights into actionable technical solutions by working with application teams and automation engineers.

Maintain a backlog of prioritized use cases with clear ROI and measurable KPIs.

Design and maintain a comprehensive technology database for Passive network elements and use them for analysis enrichment.

User Experience Monitoring (End to End Failure Analysis; Location Update, MOS, CSSR)

Data Experience Monitoring (Application Level KQI analysis)

Ensure the database supports cross-functional visibility for analytics, troubleshooting etc.

Implement data governance and ensure data integrity across systems and sources.

Identify manual or repetitive processes across service operations and technology domains.

Collaborate with DevOps and infrastructure teams to automate workflows, alerting, reporting, and remediation.

Drive predictive and proactive support models to reduce incidents and improve MTTR.

Ensure performance, availability, and reliability of customer-facing and backend applications.

Lead incident and problem management processes, ensuring proper root cause analysis and permanent fixes.

Drive continuous improvement in system uptime and service quality.

Work closely with technology leads, operations heads, and CX teams to translate business challenges into technical use cases.

Present outcomes of analytics-driven use cases, automation gains, and service improvements to leadership.

Education

Minimum of Bachelors degree preferably in Electrical / Telecom Engineering with relevant or similar nature of experience as vacant position. Degree in IT / Data Science would be a plus

Experience

Minimum Experience : 4 yrs. or Above

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Industries : Telecommunications

Industries

Telecommunications

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