Associate 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.