Director – Partner Networks based at Gurgaon

Jobitus; Gurugram District; On-site; INR 2,500,000 - 5,500,000; Full time

Job summary

Jobitus in India seeks a Director – Partner Networks to lead the quality, reliability and customer experience of partner-run FTTH networks across India. You will drive policy, architecture standards and governance to make a large partner network operate like one high-quality network.

Beyond operations, this role requires leadership, data-driven decision making and the ability to align partners and cross-functional teams behind clear priorities, while managing budgets and roadmaps for sustained

Qualifications

• Experience leading partner networks and field operations in large distributed environments.
• Ability to define operating models, governance frameworks and policies for scale.
• Strong data-driven decision making and cross-functional leadership.

Responsibilities

• Define vision and multi-year roadmap for Partner Networks.
• Ensure governance of partner network quality, uptime, MTTR and customer experience.
• Design end-to-end processes, SLAs, incentives and audits for partner operations.
• Own FTTH reference architecture and deployment standards for partner networks.
• Lead Partner Support Centre through a high-performing technical call centre.
• Drive automation and analytics to improve network health and incident response.
• Lead leadership development and cross-functional stakeholder management.

Skills

Leadership

Strategic thinking

Data-driven decisions

Stakeholder management

Change leadership

FTTH architecture

NMS/EMS

Governance

Tools

NMS/EMS

Ticketing systems

Job description

The Director – Partner Networks is the senior leader accountable for the quality, reliability and customer experience of company’s partner-operated FTTH networks across India. The role leads two pillars: on-ground partner network assurance (through the AVPs – Partner Network Assurance and their regional teams) and the Partner Support Centre, a technical call centre that resolves network, hardware and firmware issues for partners.

Beyond running operations, this role sets the direction: the policies, processes, architecture standards and governance frameworks that make a large partner network perform like one high-quality network. We are looking for a leader who has run partner and direct operations hands‑on, and who has since spent the last few years driving process excellence and policy from a central command role.

Leadership is the core of this role. Technical depth is expected, but success will be defined by the quality of leadership, critical thinking, judgement and data-based decision making: the ability to lead senior leaders, cut through complexity, make sound calls with incomplete information, and align partners and cross‑functional teams behind clear priorities.

Key responsibilities

1. Strategy and function leadership
   Define the vision, operating model and multi-year roadmap for Partner Networks, aligned with business growth and customer experience goals.
   Set annual targets for network quality, complaint ratios, MTTR and partner performance; cascade them to AVPs, regions and partners.
   Own the function’s budget, headcount plan and organisation design.
2. Partner network quality governance
   Hold overall accountability for complaint ratios, MTTR, uptime and customer experience across all partner networks.
   Lead the AVPs – Partner Network Assurance, ensuring consistent standards and execution across regions.
   Run a strong governance rhythm: daily dashboards, weekly regional reviews, monthly business reviews and quarterly partner performance reviews.
   Drive escalation and recovery plans for chronic or high-impact partner networks, including turnaround or exit decisions.
3. Process excellence and policy making
   Design and continuously improve the end‑to‑end processes for partner operations: installation, fault management, maintenance, escalation and partner onboarding.
   Frame policies on partner SLAs, incentives and penalties, quality certification, compliance and audits.
   Apply process excellence methods (Lean, Six Sigma, root‑cause analysis) to remove failure points and reduce cost and effort.
   Define clear RACI between partners, field teams, support centre, NOC and other functions.
4. Network architecture and standards
   Own the reference FTTH architecture and deployment standards for partner networks, including design, optical power budgets and equipment standards.
   Approve solution designs for new geographies, high‑density clusters and network upgrades.
   Evaluate and standardise equipment (OLT, ONU, switches, passives) with Technology, Procurement and vendors.
5. Partner Support Centre
   Lead the AVP – Partner Support Centre in running a high‑performing technical call centre for partners.
   Set the support model: tiered resolution, tele‑engineer skill levels, knowledge base and escalation paths to NOC, firmware teams and field teams.
   Drive first‑call resolution, response and resolution times, and partner satisfaction with the centre.
   Use support centre data to spot systemic network, firmware and hardware issues and drive permanent fixes.
6. Technology, tools and automation
   Champion the use of NMS, ticketing, field force and analytics tools to give real‑time visibility of partner network health.
   Drive automation of monitoring, alerting, fault detection and reporting; partner with Product and IT on system roadmaps.
7. Build data‑driven early‑warning mechanisms for network degradation and partner under‑performance.
8. People leadership and capability
   Lead, coach and develop the AVPs and their leadership teams; build a strong succession bench.
   Build capability across company teams and partners through structured training, certification and knowledge programmes.
   Foster a culture of ownership, discipline and customer focus.
9. Cross‑functional and executive stakeholder management
   Work closely with NOC, Core Network, Technology, Firmware, Customer Service, Sales and Partner Business leadership.
   Represent Partner Networks in leadership forums; present performance, risks and investment cases to senior management.
   Build trusted relationships with key partners to align them with company quality agenda.

Key performance indicators

• Complaint ratio Network complaints per active subscriber, pan-India and by region
• MTTR Average time to resolve partner-network faults
• Repeat complaint rate Customers raising the same issue again within a set window
• Network uptime Availability of partner-run networks
• Major outage restoration time
• Time to restore area‑wide and mass disruptions
• Installation TAT and first‑time‑right
• Speed and quality of new connections by partners
• Partner performance mix Share of partners meeting quality benchmarks; chronic partners turned around
• Support centre performance First-call resolution, response and resolution times, partner satisfaction
• Process and policy adoption SOP compliance and audit scores across regions and partners
• Cost efficiency Cost of network operations and support per subscriber
• Team health Leadership bench strength, attrition and capability‑building coverage

Key skills and competencies

• Leadership, critical thinking and decision making (Critical)
• Leading through senior leaders: setting direction, building leadership teams and driving outcomes at scale.
• Critical and structured thinking: breaking down complex, ambiguous problems, weighing trade-
  offs and arriving at clear, well‑reasoned decisions.
• Data‑based decision making: framing the right questions, reading data with rigour, separating
  signal from noise and acting on evidence rather than opinion.
• Sound judgement under pressure and with incomplete information, especially during large‑scale
  disruptions.
• Stakeholder influence and negotiation with partners, peers and senior management.
• Change leadership: driving adoption of new processes, policies and ways of working across
  teams and partners.
• Strategic and process leadership (Expert)
• Designing operating models, governance frameworks and policies for large, distributed
  operations.
• Process excellence: process mapping and redesign, Lean / Six Sigma, structured RCA and
  continuous improvement.
• Designing partner SLAs, scorecards, incentive and penalty structures.
• FTTH and network architecture (Expert)
• GPON/XGS-PON FTTH architecture, splitter design, optical power budgeting and deployment
  standards.
• Strong foundational knowledge of OLT, ONU and MPLS / aggregation switches at hardware and
  firmware level.
• Ability to review solution designs and guide complex, multi-layer troubleshooting.
• Partner and field operations (Expert)
• Running FTTH operations at scale through both LCO / partner networks and direct field teams.
• Driving complaint ratios, MTTR, uptime and installation performance across many regions.
• Managing large‑scale disruptions and crisis situations.
• Technical support operations (Strong)
• Setting up and running technical support or NOC-style centres: tiered support, knowledge
  management, SLAs and escalation design.
• Tools, data and automation (Strong)
• NMS/EMS, ticketing, field force and analytics platforms.
• Using data and dashboards to run the function, spot trends and make decisions.
• Defining requirements for automation and system improvements with Product and IT teams.