Lead B2B

Lead B2B - Wireline Assurance

JOB PURPOSE

This position is responsible for wire line (NLD & Access) Service Assurance for wireline B2B Customer links and thereby directly contributing customer satisfaction. The position will also be responsible for enhancing efficiencies, mitigate risks, resolve issues and optimize cost savings, and to ensure that all deliverables are completed within SLA's. Manager shall also work towards identifying, developing and implementing techniques to improve productivity.

Essentially the key focus area of this position will be-

• Ensure customer SRs gets resolved within SLA along with compliance to norms through meticulous governance with all stakeholders.
• Driving teams to ensure compliance against defined goals and processes to meet customer requirements & achieve customer delight.
• Adhering to and developing process oriented approach within function.
• Develop a highly skilled and efficient team to drive customer satisfaction. Maintain high level of motivation and energy in teams.
• Institutionalize learning process by creating knowledge base and build culture of knowledge sharing in teams.
• Collaborating with business units to integrate business needs, interests, and objectives
• Effectively communicate with excellent interpersonal skills to ensure precise & timely communication to stakeholder

PRINCIPLE ACCOUNTABILITIES

B2B Service Assurance:

• Manage multiple simultaneous cross functional teams across various line of business and different products
• Ensure Customer data/PRI link service assurance and active approach to address the customer reported issues and puts in measures to avoid repetition
• Work end to end with the stakeholders for identification of problems / repeat reasons and ensure that all risks are prioritized and mitigation plans are put in place
• Consistently monitor and review, the KPIs and take action as required, to improve the same
• Engage with relevant stakeholders GMSC, NOC, Planning & OPS for successfully overcoming roadblocks and bottlenecks during the assurance of any service.
• Good understanding of FTTH/Transport network (ODF, OLT, FAT, GPON etc.), Migrations of IWAN and Copper circuits over FTTH.
• Excellent command over PRI architecture (TDM, NGN and SIP Technology) to resolve PRI's faults and within SLA and to avoid Repeat.
• Analysis of Repeat fault and implementation in ground with coordination of concern stakeholders.

SKILLS AND KNOWLEDGE

Graduate in Science or B. Tech / B.E, Preferably MBA from a premiere B school

6 to 10 years of experience in Telecom, having experience in handling service assurance with flair of managing customer relationships / operations with strong service orientation. Good knowledge of Transmission Systems and possesses team building skills.

Knowledge required

• Service assurance in Cross Functional environment aligned to business requirement
• Understanding of the business, the market, the competitive landscape and the products and services offered
• Strong Technical understanding of Data and PRI services
• Good Exposure on B2B service assurance for multiple products

PERSONAL CHARACTERISTICS & BEHAVIOURS

• Must possess professional management skills; leadership, planning, influencing, negotiating, problem-solving, and relationship management skills
• Excellent Interpersonal Skills
• Problem solving and working with others to reach a resolution
• Careful planning to achieve accurate and timely results
• Team player with ability to collaborate across teams and direct efforts towards common objectives
• A confident communicator – with strong written and oral skills
• Proficient in using MS Office
• Self-motivated and self-driven
• Persuasion & negotiation Skills