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Airtel
Lead - Wireline AssuranceAirtel • Patna
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Lead - Wireline Assurance

Lead - Wireline Assurance

Airtel • Patna
30+ days ago
Job description

Key Deliverables:

  • Ensure resolution of customer SRs within SLA timelines with full compliance to norms.
  • Improve SLA performance for Solitaire and Titanium customers by reducing open SRs >3 hrs.
  • Implement quality of repair measures and proactive performance monitoring.
  • Reduce GFR (Getting First-time Right), repeat, and reopened service requests across all products.
  • Drive reduction in field service requests.
  • Coordinate with Operations, Planning, and NOC teams for swift error and degradation closure.
  • Monitor and control OPEX and budget efficiently.
  • Develop dashboards and MIS reporting for performance trends and improvement areas.

Role Responsibilities:

  • Lead and guide service assurance for Wireless & Wireline (NLD & Access) B2B customer links.
  • Drive continuous improvement initiatives to enhance efficiency and cost optimization.
  • Build and maintain a motivated, skilled service team; promote knowledge sharing.
  • Manage cross-functional teams in a dotted-line matrix environment.
  • Maintain high customer satisfaction through strong governance and stakeholder communication.
  • Ensure adherence to process-driven approach to meet customer delight.
  • Leverage technical knowledge on ECI, NPT, CEN, iWAN devices (Radwin, Cambium) and FTTH.
  • Collaborate with business units to align customer service operations with business goals.


Skills Required
NPT
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Lead - Wireline Assurance • Patna

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