Key Responsibilities
- Develop and maintain incident detection channels to identify customer-impacting issues promptly.
- Design and implement an Experience Assurance Framework that governs the monitoring and resolution of service-related incidents.
- Perform root cause analysis (RCA) for identified incidents to determine technical and operational causes.
- Analyze incident data, segment affected customers, and assess impact severity.
- Categorize incidents by cause type (e.g., bugs, design faults, operational errors).
- Initiate and manage incident actions, ownership assignments, and escalation processes.
- Coordinate compensation and communication mechanisms for affected customers.
- Produce and regularly update incident and recovery reports for management and SteerCo visibility.
- Verify incident resolution effectiveness to ensure customer pain points are fully addressed.
- Monitor and ensure SLA compliance across all concerned teams managing incident resolution.
Required Skills and Qualifications
- Bachelor's degree in Computer Science, Information Systems, or Quality Engineering.
- Minimum 4 years of experience in service quality, incident management, or CX assurance.
- Strong analytical and documentation skills with proven RCA experience.
- Knowledge of incident management systems (ServiceNow, Jira, or equivalent).
- Understanding of telecom operations and customer journey mapping preferred.
- Excellent coordination and stakeholder management capabilities.
