Service Assurance Expert

Service Assurance (SA) is responsible for designing, implementing, and optimizing service management solutions and processes. This role involves collaborating with various stakeholders to ensure that service management practices align with business objectives and industry best practices. The expert will leverage their deep knowledge of SA frameworks to drive continuous improvement and operational excellence in service delivery. Service Assurance Framework covers Performance Monitoring, Fault Monitoring across data (VPN/Internet), Voice, Application Performance, IT/Cloud Infrastructure for OB products and customer bids.

Key responsibilities

Design and implement service assurance processes, workflows, and solutions based on industry best practices and organizational requirements.
Develop and maintain service catalogues, service level agreements (SLAs), and operating level agreements (OLAs).
Identify opportunities for process improvements and implement changes to enhance service efficiency, effectiveness, and customer satisfaction.
Conduct regular assessments and audits of service management processes to ensure compliance and identify areas for optimization.
Collaborate with business units, IT teams, and external vendors to understand service requirements and ensure alignment with organizational goals.
Facilitate workshops and meetings with stakeholders to gather requirements, provide updates, and drive consensus on service management initiatives.
Lead the selection, implementation, and management of SM tools and platforms.
Configure and customize SM tools to support service management processes and workflows.
Provide training and support to staff and other stakeholders on service management processes and tools.
Develop and maintain documentation, including process guides, training materials, and user manuals.
Define key performance indicators (KPIs) and metrics to measure the effectiveness of service management processes.
Generate and analyze reports to monitor service performance, identify trends, and make data-driven decisions.
Oversee the incident and problem management processes to ensure timely resolution of issues and minimize service disruptions.
Conduct root cause analysis and implement corrective actions to prevent recurrence of incidents.
Design and manage change and release management processes to ensure smooth deployment of new services and updates.
Assess and mitigate risks associated with changes to the product environment.

Deep understanding of SA frameworks, tools, and best practices.
Strong analytical, problem-solving, and decision-making skills.
Excellent communication and interpersonal skills.
Ability to work collaboratively with cross-functional teams and stakeholders.
Detail-oriented with a strong focus on quality and accuracy.
Proactive and self-motivated with the ability to manage multiple priorities.
Customer-centric mindset with a passion for delivering high-quality services.
Adaptable and open to change, with a continuous improvement mindset.

Chief Technology Info Office

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.