Service Assurance Engineer

Airtel; Mumbai Suburban; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Airtel seeks a customer-focused professional to manage Enterprise Services relationships, focusing on SAM customers and holistic service delivery. You will work on building strong client trust, portfolio governance, and revenue opportunities by aligning telecom networks with client needs.

You will implement CSM strategies, monitor performance, and collaborate across teams to enhance service levels and customer satisfaction in the Airtel Enterprise ecosystem.

Qualifications

• 2+ years of technical operations and customer-facing experience.
• telecom product knowledge (IP, ILL, MPLS, SDWAN).
• Experience managing large ISP accounts and working with customers.

Responsibilities

• Build a one-to-one relationship with SAM customers based on understanding their business environment.
• Go beyond brand building to deliver a holistic service experience for AES customers.
• Implement the CSM Organization and SAM strategy for Airtel Enterprise Services.
• Monitor network performance and periodically review customer network performance.
• Identify opportunities to shore up recurring revenue and improve service levels.

Skills

Customer focus

Commercial awareness

Perseverance

Relationship building

Effective communication

Self-management

Education

Engineering degree

MBA desirable

Tools

Networking (IP/MPLS/SDWAN)

Job description

Role & responsibilities

We are a fun-loving, energetic and fast-growing company that breathes innovation. We strive to give an unparalleled experience to our customers and win them for life. One in every 24 people on this planet is served by Airtel. Here, we put our customers at the heart of everything we do. We encourage our people to push boundaries and evolve from skilled professionals of today to risk-taking entrepreneurs of tomorrow. We hire people from every realm and offer them opportunities that encourage individual and professional growth. We are always looking for people who are thinkers & doers; people with passion, curiosity & conviction; people who are eager to break away from conventional roles and do 'jobs never done before.

Function:

Job Level:

Purpose of the Job

• Build a one-to-one relationship with the SAM (Service Assurance Manager) customers based on an understanding of customers and business environment.
• The role involves going beyond brand building for AES products/ services and adding value to AES business by creating a personal, holistic and integrated service experience for the customer.

Key Deliverables

• Implementation of the CSM (Client Service Management) Organization & SAM Strategy for the Airtel Enterprise Services with the Customers.
• Implementation of Network Performance Measures & Undertake Periodic Reviews of Customer network Performance.
• Identify and Deploy Measures to Improve Service Levels.
• Develop & Nurture Relationships with relevant people at Client Organization.
• Identify opportunities to shore up recurring revenue opportunities.

Skills Required

• Customer Focus and Customer first attitude.
• Reasonable Commercial, process and Business Awareness.
• Perseverance and go getter attitude.
• Collaborative relationships building & working.
• Effective Communication and Impact.
• Self-Management and Personal Development.

Educational Qualifications

• Engineering degree with MBA (Desirable) or Diploma / Engineering degree.

Work Experience

• 2+ years of technical operations and Customer Facing experience.
• Must have telecom product knowledge (IP, ILL, MPLS, SDWAN etc)
• Expertise with managing large and complex ISP accounts.
• Must be in a customer-facing role and technically sound with a strong understanding of transmission, networks and OEMs deployed for connectivity.