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Center IOT Experience Lead

2 weeks ago

Gurgaon, Haryana, India Airtel Full time ₹ 20,00,000 - ₹ 25,00,000 per year

Job Description | Senior Manager, NB-IoT Experience

Role Summary

We are seeking a highly experienced Senior Manager | NB-IoT NB-IoT Experience to lead the end-to-end Experience management, KPI Analysis & optimization. This role will drive KPI improvement programs, customer experience enhancement, device-level performance assurance, capacity Management and digital transformation initiatives across the IoT ecosystem. The Senior Manager will provide leadership across cross-functional teams including Planning, Operations, Mobility Services, Core and B2B teams to ensure high-quality service delivery of IoT services aligned with customer SLAs and business goals.

Desired Skills & Experience

  1. 1015 years of telecom experience, with significant exposure to NBIOT RAN optimization and performance leadership roles.
  2. Strong expertise in NB-IoT RAN performance, KPI frameworks, and device-level analytics.
  3. Proven track record in network optimization, RCA Building, and cross-domain collaboration.
  4. Demonstrated experience in customer SLA management, smart meter performance assurance and capacity planning.
  5. Strong leadership, stakeholder management, and executive communication skills.
  6. Experience in digital process transformation and building efficient customer journeys.
  7. Strong Knowledge of OEM/vendor-specific tools (Nokia, Ericsson, Samsung etc.) preferred.

Key Responsibilities

  1. NBIOT KPIs | Strategic Performance & Optimization

  2. Own and drive the NB-IoT RAN KPI strategy, ensuring continuous improvement and optimization of network and device performance.

  3. Define Methods of Procedure (MOPs) and corrective actions for performance enhancement.

  4. Lead network parameter and GPL compliance audits

  5. IoT Analytics & Digital Transformation

  6. Establish frameworks to correlate device KPIs (IMSI-level) with network KPIs (cell-level) for holistic performance assurance.

  7. Drive digital process automation, data-driven decision-making and Digital journey enhancements for IoT assurance and experience management.

  8. NB-IoT Device Performance & Assurance

  9. Establish a device performance framework to monitor, measure and optimize IoT device KPIs.

  10. Conduct device-level RF KPI analysis (RSRP, SINR, communication success/failure rates) to identify performance bottlenecks.
  11. Drive HES (Head End System)-based analytics for smart meter performance, ensuring SLA compliance with customers.
  12. Coordinate device-level performance audits and provide corrective MOPs to B2B and field teams to improved service delivery.
  13. Ensure device performance benchmarks are aligned with customer agreements, regulatory requirements, and internal quality standards.

  14. Lead device troubleshooting, overseeing RCA and closure of performance-related Service Requests (SRs) for smart meters and other IoT devices

  15. Cross-Functional Leadership & Governance

  16. Collaborate with Planning, Operations, B2B, Mobility Services and CORE Teams by ensuring accountability and timely action closure.

  17. Drive interlocks across departments to improve RF cell KPIs, device KPIs, and Performance journeys.

  18. Customer Experience & Escalation Governance

  19. Act as escalation owner for critical NB-IoT and smart meter performance issues.

  20. Provide root cause analysis (RCA) and ensure timely closure of customer-impacting issues.

  21. Partner with B2B teams to define device delivery MOPs and guarantee best-in-class IoT service delivery.

  22. Innovation, Trials & New Feature Enablement

  23. Lead Proof of Concepts (POCs), pilots, and new feature evaluations for NB-IoT parameters and solutions.

  24. Provide executive-level recommendations for feature adoption and roadmap integration.

  25. Capacity & Resource Planning

  26. Develop and execute NB-IoT capacity planning roadmaps aligned with growth projections and enterprise requirements.

  27. Ensure device-level performance meets customer agreements and supports business scalability.