Job Description

Job Summary

This role is responsible for expert-level management and resolution of escalated incidents using advanced service assurance and program management tools. The individual drives adherence to SLAs and quality standards through technical analysis, stakeholder engagement, and value-added initiatives. They act as a key liaison with business segments, ensuring effective communication, mentoring team members, and contributing to continuous service improvement.

Key Responsibilities

1. Resolve escalated incidents and service tickets using advanced service assurance tools, ensuring compliance with SLAs and established quality standards.
2. Analyze incident trends and validate root cause analyses with program management platforms, preparing performance reports for presentation to business stakeholders.
3. Validate Change Order Implementation Plans and Human Error Compliance using service assurance methodologies, supporting strong operational governance.
4. Facilitate capacity planning activities by leveraging program management tools to anticipate resource needs and optimize service delivery.
5. Mentor team members on service assurance toolsets and best practices, prepare SOPs, maintain detailed documentation, and lead knowledge sharing sessions within the team.
6. Engage with business stakeholders to communicate technical insights, gather feedback, and address customer concerns to drive satisfaction and continuous improvement.

Skill Requirements

1. Expert proficiency in service assurance and program management tools (such as BMC Remedy, ServiceNow, HP Service Manager, or equivalent).
2. Excellent skills in incident analysis, root cause validation, and SLA management.
3. Advanced proficiency in preparing and validating technical documentation, SOPs, and performance reports.
4. Strong skills in capacity planning, change management validation, and compliance monitoring.
5. Excellent communication and stakeholder management abilities, with experience presenting technical findings to business audiences.

Other Requirements

1. ITIL Expert or PMP certification is optional but valuable.