Head - Service Operations
Bharti Airtel Limited (company site, opens in a new tab)12–18 yrsHaryanaOn-siteDirect career pageEst. 30–50 LPA
Posted on 11 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead and manage Level-3 escalations and critical incident resolution for strategic Airtel Business customers to ensure compliance with SLAs and enhance customer satisfaction.
- Drive operational excellence in service assurance by meeting key KPIs including 65%+ online resolution effectiveness and 90% of cases resolved within 4 hours.
- Manage vendor performance, enforce process standardization, and lead high-performing teams to reduce chronic incidents and improve service restoration effectiveness.
Minimum Requirements
- 12-18 years of experience in Telecom Operations, Service Assurance, GSMC/NOC Operations, or Customer Service Operations.
- B.E./B.Tech in Telecommunications, Electronics, Computer Science, Electrical Engineering, or a related discipline; MBA preferred.
- Proven experience managing customer escalations and service assurance teams, with exposure to Airtel Business/Enterprise operations and vendor management.
- Work location: Gurgaon; Employee type: Employee.
Ideal Candidate Profile
- Experienced leader capable of handling high-severity escalations in a 24x7 telecom operations environment with strong operational and customer communication skills.
- Proven ability to drive operational KPIs, vendor governance, and process compliance in complex service assurance settings.
- Demonstrated success in building and mentoring large teams focused on customer-centric service and operational excellence.