Head - Service Operations
airtel · Manesar
- Experience12–18 yrs
- SalaryNot disclosed
- Work modeonsite
- Levelexecutive
- Posted11 Sept 2026
About airtel
airtel is hiring in Manesar in telecom. This role looks for around 12+ years of experience.
Skills
- Service Assurance Operations
- Incident and Problem Management
- Vendor Management
- Customer Experience Management
- Network Operations Governance
- SLA Management
- KPI Management
- Process Standardization
- Root Cause Analysis
- Telecom Operations
The role
A service operations head at a telecom company leads customer escalations and manages Service Assurance Operations and Network Operations Governance, driving incident and problem management across critical service environments. Vendor Management and process standardization improve SLA performance, restoration effectiveness, customer experience, and operational governance while guiding large teams.
Full job description
Job DescriptionHead – Service Operations (GSMC)Function
Technology Operations / GSMC
Location
Gurgaon
Role Purpose
The Head – Service Operations (GSMC) will be responsible for leading customer-centric service operations, managing critical escalations for strategic Airtel Business customers, and ensuring superior service assurance performance. The role will drive operational excellence through governance, process standardization, service restoration effectiveness, vendor management, and continuous improvement initiatives to enhance customer experience and SLA adherence.
The incumbent will lead high-performing teams responsible for managing complex customer issues, driving resolution effectiveness, reducing chronic incidents, and ensuring seamless coordination across network, field, and vendor teams.
Key DeliverablesEscalation Management
Lead and manage Level-3 escalations for Airtel Business customers.Drive timely resolution of critical customer-impacting issues within defined SLAs.Act as the single point of accountability for high-severity incidents and customer escalations.Ensure proactive stakeholder communication during service disruptions.
Customer Experience Management
Ensure compliance with customer communication protocols and update commitments.Drive quality and timeliness of customer updates during incidents and outages.Monitor customer satisfaction and implement corrective actions to improve service perception.Enhance overall customer experience through proactive service management.
Service Operations Excellence
Achieve Online Resolution Effectiveness target of 65% or higher.Ensure adherence to Resolution SLA with 90% cases resolved within 4 hours.Drive operational KPIs related to service assurance, fault management, and restoration performance.Monitor service trends and implement preventive actions to improve operational efficiency.
Governance & Process Standardization
Serve as a key member of the governance team overseeing AB GSMC Operations.Drive adoption and compliance of SOPs, Desk Instructions (DIs), and operational frameworks.Institutionalize best practices through training programs and knowledge management initiatives.Leverage IVOICE and other digital tools for process enhancement and operational efficiency.
Chronic Incident Management
Identify recurring service issues and drive permanent corrective actions.Lead cross-functional reviews and Root Cause Analysis (RCA) discussions.Reduce repeat incidents through structured problem management initiatives.
Vendor & Partner Management
Manage operational performance of vendors and partner teams.Ensure vendor compliance with service delivery standards and SLAs.Drive accountability and continuous improvement through governance reviews.
Team Leadership
Build, mentor, and develop high-performing service operations teams.Foster a culture of customer centricity, ownership, collaboration, and operational excellence.Drive talent development, succession planning, and employee engagement initiatives.
Key Performance Indicators (KPIs)
Level-3 Escalation Resolution PerformanceOnline Resolution Effectiveness (≥65%)Resolution SLA Achievement (90% within 4 Hours)Customer Satisfaction & Experience MetricsChronic Incident ReductionIncident Closure QualityCommunication ComplianceVendor Performance ScorecardsProcess Standardization ComplianceTeam Engagement & Productivity
Key CompetenciesFunctional Competencies
Customer Communication & Escalation ManagementService Assurance OperationsIncident & Problem ManagementVendor ManagementCustomer Experience ManagementNetwork Operations GovernanceRCA & Chronic Incident ManagementSLA & KPI ManagementOperational ExcellenceProcess Standardization
Leadership Competencies
Strategic ThinkingTeam Building & People LeadershipStakeholder ManagementDecision Making Under PressureInfluencing & CollaborationExecution ExcellenceCustomer Centricity
Education & Experience
Education
B.E./B.Tech in Telecommunications, Electronics, Computer Science, Electrical Engineering, or related discipline.MBA preferred.
Experience
12-18 years of experience in Telecom Operations, Service Assurance, GSMC/NOC Operations, or Customer Service Operations.Proven experience in managing customer escalations and service assurance teams.Strong exposure to Airtel Business/Enterprise operations, governance, and vendor management.Demonstrated leadership experience in managing large operational teams and critical customer environments.
Success Profile
The ideal candidate should possess strong customer-facing communication skills, exceptional escalation handling capability, deep operational expertise, and a proven track record of driving service excellence while leading high-performing teams in a 24x7 telecom operations environment.
#BAL