Service Delivery

SME Service Delivery & Assurance

• Responsible for fault repair & activities for airtel broadband customers
• Responsible for KPI delivery as per target & action for continues improvement
• Responsible for identification of improvement areas for the circle & define corrective actions
• Responsible for quality of fault repair /workmanship in the circle
• Responsible for continuous improvement in customer experience
• Responsible for process & SoP adherence
• Responsible for reduce OPEX expenditure & Cost efficiencies as per AoP
• S2S (New sales, rental upgrade, technology migration, Other LoB products etc) through service teams.
• Optimum use of resources with planned productivity
• Responsible for timely material consumption
• Responsible for QOS parameters related to TRAI, Regulatory & statutory compliance for the circle/Cluster
• Improvement of audit score for the circle
• Anticipate risks on services & take proactive action to ensure customer satisfaction
• Partner Management : FR - Partner identification along with SCM, Ensure correct documentations, adherence to legal and regulatory compliance, adherence of processes & SoP, timely clearance of partner bills & ensure timely payouts. Regular review with partners.
• Timely NFA / PR/PO for material & services
• Work closely with all stakeholders to ensure smooth operations.
• Recommend process improvement to enhance customer experience
• Responsible for seamless experience for customer during entire life cycle with airtel and improve the CFI score
• Up keeping of broadband network (Cable – Copper & ODN) and Network elements for circle/Cluster
• Reduction of GFR, SLA, CFI & Quality of workmanship (Repeat Reopen)
• In depth knowledge of broadband/FTTH, WiFi network, Broadband CPEs & copper / FTTH quality parameters.
• Regular monitoring of fault repair performance, analyze customer faults for corrective actions
• Monitor individual performance at engineers, TL & ZI wise performance.
• Responsible for reduction in open SR & SRs outside SLA. Track reason for outside SLA cases & corrective actions
• Gate meeting at defined frequency
• Visits as per defined norms
• Marquee permissions
• Proactive corrections
• New process implementation

Our Culture Code
All work and no play isn't how we do things at Airtel. Here, innovation is a way of life and we believe that a dynamic and friendly environment helps our employees strike a healthy work-life balance. In fact, a defining characteristic of life at Airtel is a fun, youthful and vibrant work culture
You are an ideal FIT if you have

• BE / B Tech – ECE – with more than 8 yrs Or Diploma – ECE with more than 10 yrs of relevant work experience
• In depth knowledge of broadband/FTTH, WiFi network & CPEs
• Excellent analytical skills
• Innovative
• Collaborative Relation Skills
• LCO Partner Training & Management
• Resource Optimization
• Good management and leadership skills.
• Self-Motivated and positive attitude person.
• Proactive and result oriented.
• Driving quality management.
• Team Player.
• Decision maker.
• Lead & Manage Change, Process Orientation & strong Customer Focus
• Excellent Negotiation, Customer Interfacing skills.
• Effective communication/interpersonal skills

We are a fun-loving, energetic and fast growing company that breathes innovation. We strive to give an unparalleled experience to our customers and win them for life. One in every 24 people on this planet is served by Airtel.

Here, we put our customers at the heart of everything we do. We encourage our people to push boundaries and evolve from skilled professionals of today to risk-taking entrepreneurs of tomorrow.

We hire people from every realm and offer them opportunities that encourage individual and professional growth. We are always looking for people who are thinkers & doers; people with passion, curiosity & conviction; people who are eager to break away from conventional roles and do 'jobs never done before' .

Experience LevelSenior Level

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