Process Manager

Job Description

Candidate Profile & Eligibility (We are Looking for)

Candidate Profile & Eligibility Requirements

• Education: Graduate or post-graduate in any stream/field.
• Domain Experience (Mandatory): Minimum 5+ years of experience in Telecom, ISP, Managed Services, Network Operations Centre (NOC), or Service Assurance environments — essential for understanding troubleshooting quality and operational decisions on technical tickets.
• Quality & Governance Background: Prior experience in Quality, Operational Governance, Service Assurance, or Technical Audit functions, with a minimum of 3 years in a dedicated audit or governance capacity.
• Leadership Experience: Minimum 2 years of experience in team handling or a supervisory capacity (essential for driving governance routines, managing underperformance, and closing feedback loops with Operations).
• Flexibility: Must be comfortable and flexible working in a 24/7 environment, including rotational night shifts.
  
  

Technical & Domain Skills (The “Must-Haves”)

• Telecom Domain Knowledge: Working knowledge of IP, Ethernet, FTTx, Transport, Event Management, and Critical Infrastructure, sufficient to assess troubleshooting quality, ticket documentation, and operational decisions.
• Data & Tools: Hands-on proficiency in Advanced Excel (Macros, Pivot Tables, VLOOKUP) or data visualization tools (Power BI / Tableau) to build and manage quality and governance dashboards independently.
• Service Assurance Quality Ecosystem: Deep understanding of telecom service-assurance quality measures such as Ticket Quality, Public Update (“Make Public”) Compliance, Escalation Compliance, RCA / RFO Quality, SOP & Process Compliance, and SLA Compliance.
  
  

Service Assurance & Quality Governance (Key Roles & Responsibilities)

• Service Assurance Quality
• Audit & Closed-Loop Feedback: Monitor, evaluate, and analyze technical tickets, troubleshooting steps, and customer communications for quality and compliance. Communicate findings and run a tight “closed-loop” feedback mechanism with the Operations team to fix gaps immediately.
• Quality Scope Owned: Own and govern Ticket Quality & Documentation, Troubleshooting Quality, Public Update (“Make Public”) Compliance, Escalation Compliance, RCA / RFO Quality, SOP & Process Compliance, Customer Communication Quality, High Severity / Hard Down ticket reviews, and Aging Ticket governance.
• Client & Review Management: Maintain and update tracking statuses across internal databases and client-facing platforms. Lead the creation of Monthly and Quarterly Business Review (MBR/QBR) decks and represent the team on client calls.
• Operational Governance
• Aged Ticket Audits: Perform daily audits of aged tickets (>720 mins / >1000 mins), alongside queue hygiene and backlog reviews.
• Ownership & Assignment Compliance: Govern assignment and ownership compliance and On-Hold ticket governance across all queues.
• Escalation & Repeat-Issue Governance: Track escalation timeline adherence and conduct repeat-issue analysis to prevent recurrence.
• Queue Scorecards: Publish weekly quality scorecards for each queue.
• Reporting & Analytics
• Operational Dashboards: Publish a Daily Queue Quality Dashboard, Public Update Compliance Dashboard, and Escalation Compliance Dashboard.
• Trend & Backlog Reporting: Produce RCA Trend Analysis, an Aging & Backlog Quality Report, and a Weekly Operational Health Report.
• Monthly Service Assurance Report: Publish a monthly Service Assurance report with improvement recommendations. Reporting must focus on identifying trends and driving corrective actions.
• Tooling & Automation: Leverage Advanced Excel (VLOOKUP, Pivot Tables, Macros) or BI tools (Power BI / Tableau) to architect, update, and automate the above dashboards and reports.
  
  

Key Metrics Owned:

• Quality & Compliance: Ticket Quality Score, Public Update Compliance, Escalation Compliance, RCA Quality Score, and Documentation Accuracy.
• Operational Health: SLA Compliance, Aging Ticket Compliance, Repeat Defect Rate, Process Compliance, and Audit Closure Effectiveness.
  
  

Working window 24x 7

Working Location Airoli, Mumbai

Qualifications

• Education: Graduate or post-graduate in any stream/field.
• Domain Experience (Mandatory): Minimum 5+ years of experience in Telecom, ISP, Managed Services, Network Operations Centre (NOC), or Service Assurance environments — essential for understanding troubleshooting quality and operational decisions on technical tickets.
  
  

About The Team

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, we've partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

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