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.

Lead - Wireline Assurance