B2B - Engineer-HO-Assurance

1. Service Governance & Quality AssuranceDefine, 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 GovernanceAct 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 & AuditingFormulate 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 ManagementAudit 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