Service Assurance Manager
We are the Intelligent Internet Platform. We connect People, Places and Things anywhere, managing Internet Performance better than anyone else, while providing One Global Experience, giving Visibility, Control and Security through expereoOne.
Expereo believes in the power of Internet connectivity. As the world's largest provider of managed internet, SD-WAN/SASE, and Cloud connectivity solutions, we power enterprises and government sites worldwide, helping to enhance every business' productivity with flexible and optimal Internet performance.
As a trusted partner of Fortune 500 enterprises, our continued aim and success in helping our customers and partners depends solely on the talented individuals who make Expereo a dynamic, effective, multicultural, and equitable environment.The Service Assurance Manager is responsible for providing permanent solutions for chronic issues related to customer install base on reactive and proactive approach.
Key Responsibilities:
- Providing CSM/SM team with monthly proactive performance reviews for our premium customers.
- Attend customer monthly review meetings with CSM/SM and discuss monthly performance reviews.
- Conduct monthly reviews of chronic sites and initiate improvement plans (SIPs) to address underlying issues.
- Perform in-depth analysis to identify the root causes of service disruptions or performance issues and implement permanent fixes through SIPs.
- Review SLA breached cases and Validate TTR to minimize penalties paid to customers.
- Create Root Cause Analysis (RCA) reports for escalated issues, detailing chronological events, contributing factors, high-level findings, and lessons learned.
- Engage with suppliers monthly to ensure a significant reduction in incidents, chronic sites, and SLA breaches.
- Review and rank supplier performance based on quality assurance monitoring.
- Conduct onboarding training for new clients to familiarize them with our products, services, and support processes.
Requirements
- Proven experience in network performance analysis, problem management, or a similar role.
- Strong analytical skills with the ability to perform in-depth analysis and root cause analysis.
- Experience with SLA management, supplier performance evaluation, and customer onboarding processes.
- Excellent communication and interpersonal skills, with the ability to collaborate effectively with internal teams and external stakeholders.
- Certifications such as ITIL, CCNA, or equivalent are a plus.
- Experienced in working on CRM and BI tools like Salesforce, MicroStrategy
- Self-motivated with the ability to work independently and prioritize tasks effectively
Benefits
Beyond the Job
We’re proud of our focus on Environment, Social and Governance as well as the passion we display for the communities where we live and work.
EEO (Equal Employments Opportunities) Statement:
Expereo is an Equal Opportunities employer who aims to support and celebrate every employee that comes through our doors. We respect and support all of our people regardless of background, religion, nationality, sexual orientation, age, or physical condition.