Governance Coordinator

Position Overview 

The Governance Coordinator is responsible for managing service assurance governance, quality, and compliance through standardized processes, metrics tracking, RCA oversight, reporting, and documentation across satellite, RAN, core, gateway, and transport domains. 

Operating within the Service Assurance organization, this role ensures that incident handling, root cause analysis, and service performance management adhere to defined operational, regulatory, and contractual assurance requirements. The Governance Coordinator works closely with PSC Agents, NOC teams, E2E Telco Engineers, Operations Management, and Project Management to maintain consistency, audit readiness, and continuous improvement. 

This role is critical to maintaining quality, consistency, and accountability across Service Assurance operations for satellite‑to‑mobile services. The Governance Coordinator ensures that operational execution is aligned with governance expectations, enabling reliable service delivery, regulatory compliance, and scalable global operations. 

Key Responsibilities 

Service Assurance Governance & Process Management 

• Establish and maintain standardized Service Assurance governance processes across incident management, RCA, reporting, and documentation. 

• Ensure consistent application of Service Assurance policies, workflows, and quality standards across regions and operational teams. 

• Support alignment of operational practices with contractual SLAs, regulatory obligations, and internal assurance frameworks. 

Metrics Tracking, Reporting & Performance Oversight 

• Track and manage Service Assurance metrics including incident volumes, SLA adherence, restoration timelines, and RCA completion rates. 

• Prepare regular governance reports, dashboards, and summaries for Service Assurance leadership and stakeholders. 

• Identify trends, gaps, and recurring issues to support data‑driven service improvement initiatives. 

RCA Management & Closure Compliance 

• Govern the end‑to‑end RCA lifecycle, ensuring timely initiation, quality analysis, and formal closure of root cause investigations. 

• Validate RCA completeness, cross‑domain accuracy, and alignment with Service Assurance standards. 

• Track corrective and preventive actions (CAPAs) and ensure closure commitments are met. 

Audit, Compliance & Documentation Control 

• Ensure Service Assurance activities are audit‑ready, with accurate, complete, and traceable documentation. 

• Support internal and external audits by providing evidence, reports, and process artifacts. 

• Maintain documentation repositories covering incident records, RCA reports, governance reviews, and compliance materials. 

Governance Reviews & Cross‑Functional Alignment 

• Support regular Service Assurance governance reviews, operational reviews, and readiness assessments. 

• Coordinate inputs from PSC Agents, NOC Engineers, Managed Services, and E2E Telco Engineers. 

• Facilitate alignment between operational execution and governance expectations during launch and steady‑state operations. 

Deliverables 

• Service Assurance governance reports and performance dashboards. 

• RCA tracking logs and closure compliance records. 

• Audit‑ready documentation and evidence packages. 

• Governance review materials and action‑tracking records. 

• Continuous improvement inputs based on service assurance metrics and trends. 

Qualifications 

Education 

• Bachelor’s degree in Telecommunications, Engineering, IT, Operations Management, or a related field. 

• ITIL, service management, or quality/governance certifications are a plus. 

Experience 

• 4–7 years of experience in service assurance, service management, governance, operations, or telecom support functions. 

• Experience supporting telecom, satellite, or carrier‑grade network operations environments. 

• Prior exposure to audit, compliance, or SLA governance processes is strongly preferred.  

Required Technical Expertise 

• Strong understanding of incident management, RCA processes, SLA governance, and service assurance frameworks. 

• Working knowledge of telecom service domains including RAN, core, transport, OSS/NMS, gateway, and satellite systems. 

• Ability to interpret operational data, incident trends, and performance metrics from a governance perspective.  

Professional Skills 

• Strong organizational and analytical skills with high attention to detail. 

• Ability to manage multiple governance workstreams in parallel. 

• Clear written and verbal communication skills for reporting and stakeholder engagement. 

• Strong collaboration skills across Service Assurance, NOC, engineering, and management teams. 

• Structured, methodical approach to quality and compliance.  

Technology Proficiency 

• ITSM and incident management tools (ServiceNow, Remedy, Jira Service Management, or equivalent). 

• Reporting and dashboard tools (Excel, Power BI, or similar). 

• Documentation and collaboration platforms (Confluence, SharePoint, Teams).  

Physical Requirements 

• Ability to work in a fast‑paced operational environment with periodic peak workloads during audits, major incidents, or launch milestones. 

• Ability to coordinate across global time zones to support governance activities. 

This job description may not be inclusive to the duties and responsibilities listed. Additional tasks may be assigned to the employee from time to time or the scope of the job may change as needed by business demands.