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 Performance
Online Resolution Effectiveness (≥65%)
Resolution SLA Achievement (90% within 4 Hours)
Customer Satisfaction & Experience Metrics
Chronic Incident Reduction
Incident Closure Quality
Communication Compliance
Vendor Performance Scorecards
Process Standardization Compliance
Team Engagement & Productivity

Key CompetenciesFunctional Competencies

Customer Communication & Escalation Management
Service Assurance Operations
Incident & Problem Management
Vendor Management
Customer Experience Management
Network Operations Governance
RCA & Chronic Incident Management
SLA & KPI Management
Operational Excellence
Process Standardization

Leadership Competencies

Strategic Thinking
Team Building & People Leadership
Stakeholder Management
Decision Making Under Pressure
Influencing & Collaboration
Execution Excellence
Customer 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

Head - Service Operations