Lead - Wireline Assurance

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.