Manager-Service Assurance

Capgemini; Gurugram District; On-site; INR 4,000,000 - 9,000,000; Full time

Job summary

Capgemini in Gurgaon is seeking a Manager-Service Assurance to lead end-to-end service assurance activities and drive incident management across telecom operations. You will oversee major incident handling, performance metrics, and client communications to ensure service quality.

The role requires 12+ years of experience, strong leadership, and the ability to coordinate with cross-functional teams to maintain SLA/KPI compliance during outages, with a focus on operational excellence.

Qualifications

• Experience in service assurance operations.
• Expertise in major incident management.
• Ability to manage KPIs and SLAs.

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

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.

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.