B2B - Engineer-HO-Assurance Job in For a client of TeamLease Services Ltd at Gurgaon

1. Service Governance & Quality Assurance

• Define, audit, and benchmark Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for B2B delivery and support.
• Monitor end-to-end network performance and cross-regional service delivery from the Head Office.
• Drive Service Quality Improvement (SQI) programs across the enterprise account portfolio.

2. Incident & Escalation Governance

• Act as the final corporate escalation layer for chronic or critical B2B service outages.
• Conduct deep-dive Root Cause Analysis (RCA) alongside regional engineering and OEM vendor teams for major client incidents.
• Ensure the implementation of Corrective and Preventive Actions (CAPA) to avoid recurring failures.

3. Process Standardization & Auditing

• Formulate and standardize Standard Operating Procedures (SOPs) for provisioning, testing, and maintaining B2B services.
• Conduct periodic technical audits of regional network operations centers (NOCs) and field delivery teams.
• Ensure strict adherence to global service management frameworks like ITIL or eTOM.

4. Vendor & Stakeholder Management

• Audit and hold third-party network providers, system integrators, and equipment vendors accountable to their operational commitments.
• Collaborate closely with B2B Sales, Account Managers, and Product Engineering to align service delivery with client expectations