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HeadSpin

Optimize Digital Experiences‍ with Data Science Capabilities

Service Assurance Manager

Location

Colorado + 1 moreAll locations: Colorado | India

Posted

126 days ago

Salary

0

Seniority

Senior

Bachelor Degree5 yrs expEnglishAPILivevoxNice CxoneSalesforceSdksSnowflake

Job Description

Service Assurance Manager

HeadSpin

• Ensure compliance with agreed SLAs, KPIs, and contractual deliverables • Monitor service performance and drive corrective actions • Prepare and present service performance reports (KPIs, SLAs, trends) • Act as technical SPOC for customers during US time zone • Support Customer Success Managers (CSMs) with operational insights • Participate in customer meetings and provide service updates • Ensure proactive and transparent communication • Monitor and follow up on incidents, service requests, and tickets • Ensure timely resolution and SLA adherence • Coordinate and escalate issues with internal teams

Job Requirements

  • Bachelor’s or Master’s degree in Computer Science, Engineering, Telecommunications, or related field
  • 5+ years in Service Assurance / Service Delivery / Operations
  • Knowledge of service assurance frameworks and monitoring tools
  • Understanding of infrastructure (OS, patching, backups, VPNs, certificates)
  • Familiarity with telecom standards and best practices
  • Strong communication and presentation skills
  • Analytical and problem-solving mindset
  • Ability to work in a global environment

Benefits

  • Health insurance
  • 401(k) matching
  • Flexible work arrangements
  • Professional development

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