Senior Engineer – Service Assurance

About the role

The Senior Engineer will ensure high‑quality service delivery, resolve customer incidents quickly, and maintain overall satisfaction. Working within Service Assurance, the role coordinates with NOC, field, and engineering teams to minimise downtime and improve network performance.

Key responsibilities

• Perform first‑level diagnosis and technical troubleshooting of IP networking, transmission and Wi‑Fi infrastructure issues.
• Provide timely updates and adhere to defined turnaround times while maintaining clear communication with customers.
• Collaborate with internal teams (NOC, field, engineering) to accelerate issue resolution.
• Manage customer dependencies such as access approvals and on‑site support to avoid delays.
• Identify critical incidents and follow escalation procedures according to the matrix.
• Participate in service review meetings and maintain transparent ownership of incidents.
• Analyse processes and performance metrics, proposing improvements for service enhancement.
• Continuously develop technical knowledge and stay current with best practices.

Required profile

• Strong problem‑solving and analytical thinking.
• Customer‑centric mindset with excellent verbal and written communication.
• Ability to coordinate across multiple teams and work under pressure.
• High sense of ownership, accountability and follow‑up.

Required skills

• IP networking
• Transmission technologies
• Wi‑Fi infrastructure
• CCNA certification (preferred)