Circle Lead Assurance

Airtel; Jaipur; On-site; INR 1,000,000 - 1,500,000; Full time

Job summary

Airtel in Jaipur is seeking an experienced professional to lead B2B service assurance, coordinating cross-functional teams across products to resolve issues within timelines and improve customer satisfaction. You will drive governance, establish processes, and mentor a skilled team.

The role requires strong networking knowledge (IWAN, MPLS, SD-WAN) and hands-on experience in transport networks, with a focus on data integrity, risk management, and stakeholder communication.

Qualifications

• IWAN knowledge is mandatory.
• Good knowledge of Transport Network and MPLS/SD-WAN required.
• Experience in B2B service assurance and cross-functional coordination.

Responsibilities

• Manage multiple cross-functional teams across lines of business and products.
• Ensure service assurance and address customer-reported issues to prevent repetition.
• End-to-end collaboration with stakeholders to identify root causes and mitigation.
• Define and streamline processes to meet business goals and improve efficiency.

Skills

IWAN knowledge

Wireline network knowledge

MPLS

SD-WAN

Transport network knowledge

Project management

Team management

Tools

None

Job description

JOB DESCRIPTION:-

• Ensure customer SRs gets resolved within timelines 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.
• Reporting of MIS/Dashboards to senior management/functional heads capturing areas of improvements, performance trends & bottlenecks.
• 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 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.

Technical Skills:

• Knowledge of IWAN must.
• Knowledge of Wireline Network (Transport, FTTH, PRI).
• MPLS, clear channel, internet, SDWAN.

Process improvement:

• Define and Streamline approved processes to achieve business goals.
• Continuously review of process efficiency and highlight the requirements to define / modify processes.

Governance and Reporting:

• Engage with relevant stakeholders for successfully overcoming roadblocks and bottlenecks during the assurance of any service.
• Manage the process to ensure all Risks, Issues, dependencies and Progress are reported to all relevant stakeholders.

MAJOR CHALLENGES:-

• Develop and maintain harmonious relationship with customer and stake holders in multiple stakeholder environment.
• Understanding business need & time lines and drive projects for improved productivity.
• Ensure performance standards.
• Managing internal and external escalations and working on alternates for solution.
• Improvement in CSAT.

ADDITIONAL SKILLS:-

• Project Management, Team Management & RISK Management
• Good knowledge of Transport Network.