Associate Process Manager

Job description

Responsibilities 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. Qualifications 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. 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.