Manager-Service Assurance

Capgemini Engineering; Gurugram District; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Capgemini Engineering in Gurgaon seeks a Manager for Service Assurance with 12+ years of experience to lead end-to-end service assurance activities and govern Major Incident Management. The role involves driving KPI/SLA adherence, RCA reviews, and executive communications during outages, while aligning with NOC and cross-functional teams.

The position emphasizes leadership, reporting, and operational compliance to support critical telecom and ISP platforms within Capgemini.

Qualifications

• Experience in leading service assurance activities.
• Ability to govern Major Incident Management processes.
• Track and improve SLA and MTTR metrics.
• Strong leadership and stakeholder management abilities.

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 & Stakeholder Management

Job description

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.

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.