Network Experience Lead

10 hours ago

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

Lead Network Experience


• Own the 360 degree "broadband customer experience" from the network perspective. This role will define, own and drive the roadmap for improving the overall experience for Airtel broadband

• Establish customer experience index (KPIs and matrices) and measure the same across channels – online and offline, to determine key issues across devices, in-home network and ISP/OSP network

• Work with HDO and troubleshooting teams to ensure first-time right installations and problem resolutions

• Work with NOC and CE teams team to implement the changes in processes, technology, scripts and guidelines aimed towards remote resolutions of customers issues, if and when they happen

• Establish proactive and predictive customer issue resolution process and work with digital and engineering teams to create tools for measuring and monitoring key customer experience indices

• Build strong working relationships with key stakeholders within the Company, including business units and engineering and operations teams

• Lead and achieve balance between business and technical requirements while tracking to a budget. Help prioritize of issues/features/roadmap based on impact on overall customer experience

• Benchmarks Customer experience & Service Quality parameters

• Work as a strategic thought partner with the Operations/planning and other engineering teams to identify company-wide projects that need attention and to formulate plans to move projects forward


• Good experience/expertise with wireless technology including - Wireless AP''s, Routers, Wireless extenders & Wireless standards b/g/n/ac/ax), site surveys, deployment challenges, RF signal propagation characteristics etc

• Previous experience in Wireline core & FTTH, engineering/QA/product roles in the Wi-Fi domain strongly desired.

• Familiarity/Experience working with TCP/IP, UDP, IPv4/IPv6 addressing, Ethernet, DHCP, DNS, ICMP, ARP, NAT, Bridging, Switching.

• Hands on experience on BRAS, LDAP, SRC, PCRF, Radius, IMS, NGN, Routers & switches


• Demonstrated ability to use a data driven approach for making decisions. Understand and Correlation of different data -Data analytics, ML/AI logics (preferred)

• Familiarity with quality systems and measurements is desirable

• Good project management & ability to work with diverse functions & teams

• Excellent written and verbal communication skills

• Ability to work autonomously, be self-motivated and a strong team player

Experience LevelSenior Level

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