Manager-Service Assurance

Capgemini Engineering; Gurgaon; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Capgemini Engineering in Gurgaon seeks a Manager-Service Assurance to lead end-to-end service assurance activities and drive operational excellence in telecom and ISP operations.

The role requires 12+ years of experience, strong leadership, and expertise in major incident management, KPI/SLA governance, and stakeholder communications. You will mentor NOC teams and coordinate with customers during outages to minimize MTTR and ensure service reliability.

Qualifications

• Experience in service assurance operations.
• Proven ability to manage major incidents and RCAs.
• Strong KPI/SLA management experience.
• Demonstrated leadership and stakeholder management skills.

Responsibilities

• Manage end-to-end service assurance activities.
• Govern Major Incident Management processes.
• Track SLA, MTTR, and operational KPIs.
• Drive RCA reviews and continuous improvement programs.
• Lead customer and executive communications during outages.
• Ensure operational compliance and reporting.
• Manage multi-functional NOC and support teams.

Skills

Service Assurance Operations

Major Incident Management

KPI/SLA Management

Leadership and Stakeholder Management

Job description

Job Description:

Job Description

Manager-Service Assurance

Experience-12+Years

Location-Gurgaon

About Us

Choosing Capgemini means joining a team that ensures seamless connectivity, operational excellence, and superior customer experience through proactive network monitoring and incident management. Be part of a collaborative environment where you can build your expertise in Telecom and ISP operations while supporting critical network and service platforms.

Key Responsibilities

• Manage end-to-end service assurance activities.
• Govern Major Incident Management processes.
• Track SLA, MTTR, and operational KPIs.
• Drive RCA reviews and continuous improvement programs.
• Lead customer and executive communications during outages.
• Ensure operational compliance and reporting.
• Manage multi-functional NOC and support teams.

Mandatory Technical Skills

• Service Assurance Operations.
• Major Incident Management.
• KPI/SLA Management.
• Leadership and Stakeholder Management.

What You'll Love About Working Here

• We offer a range of career paths and internal opportunities within Capgemini group.
• At Capgemini, you can work on cutting-edge projects in tech and engineering with industry leaders or create solutions to overcome societal and environmental challenges.

Job Description - Grade Specific

Focus on Industrial Operations Engineering. Establishes trust and credibilty with customer accounts. Shows clear dedication and commitment to business objectives. Operates with no supervision in complex environments. Sets and manages realistic and deliverable expectations. Considers ˜the bigger picture when making decisions. Motivates the team by generating a positive and enthusiastic atmosphere.

Requirements: