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Tier-1 brand and metro location increase applicant density, but senior telecom operations role narrows pool.
Strong telecom, GSMC/NOC, and vendor management requirements make cross-industry transferability low.
Explicit 12-18 years telecom operations and mandatory escalation/vendor leadership indicate high shortlisting strictness.
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.
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.
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.