- The purpose of this role is to enhance & ensure best in class FTTH & Inside House WIFI Network Experience leveraging right MOP/SOP, Tools & Customer journeys across various touch points thereby enabling digital first experiences.

2. Organizational Relationship:

3. Key Responsibilities & Accountabilities:

1. Network Experience FTTH, Inside House - WIFI:

- Drive & Own an End to End best-in-class inside-home Wi-Fi network experience with higher remote resolution

- Digital-first - automation, MOP & AI-led troubleshooting, and insights to fix network experience issues proactively

- Strengthen proactive experience management through smarter insights, and accurate service health indicators

- Strengthen network reliability through systematic performance corrections, improved outage handling, and strong ODM and cross functional collaboration

- Drive continuous improvement of CPE (WIFI Router, MESH) performance, firmware, device ecosystems, and partner interfaces to deliver a seamless inside home experience.

- Own & Improve end-to-end FTTH experience by collaborating with NOC, HDO (Home Delivery Organization) & Network teams

- Strengthening inside home experience diagnostics, and ensuring rigorous root-cause management.

- Monitor & drive installation quality across FTTH and access technologies like MESH through structured methods, enhanced tooling, and ensuring higher workmanship standards

- Build and scale premium home experience capabilities by improving Wi-Fi performance, and ensuring consistent delivery standards inside the home.

- Own Churn reduction by building sharp analytics & implement levers for reduction

- Drive Structural Network corrections at field, and own efficacy of the identified actions

2. WIFI TAC Management:

- Lead with a customer-first mindset, clear communication, and cross-functional alignment to drive operational discipline and predictable experience outcomes at WIFI TAC

- Enhance diagnostic accuracy through advanced fault detection, and tighter backend integrations to ensure faster and more accurate issue resolution.

- Simplify customer journeys across channels, ensuring clarity of processes, drive consistent MOP adoption, and reduce friction for both customers and internal teams

- Increase first time-right and remote resolution by enhancing digital troubleshooting, centralising support desks, and standardizing MOP/SOPs

3. Audit & Regulatory Compliances:

- Facilitate for the Internal & External audits, own findings & its closure

- Ensure timely compliance to prevailing Regulatory & QoS requirements

- Analyze regulatory, technical and network impact of newly introduced or upcoming regulations/guidelines/recommendations and interface with TRAI & DoT to drive advocacy based on the same

4. Knowledge, Certifications and Experience:

Education Qualification:

- B.Tech in Electronics and Telecommunications Engineering

Total Experience:

- 18 years

5. Key Interactions:

Internal / External Stakeholders:

(Internal means External to the department and internal to the organization; External means External to the organization)

Internal:

- Network team, Network Security team, Information Security team, Business team, Product team, SCM team, Legal & Compliance teams, Engineering team, Customer Experience team, Legal & Regulatory team, Circle Network team etc

6. Skills and Competencies:

Technical Competencies:

- Advance understanding & hands on experience on FTTH & WIFI technology

- Must be able to design MOPs and customer journeys

- Own & Drive cross functional stakes holders to improve network experience

- Hands ON in writing BRDs (Business Requirement Document) for Engineering & Digitization teams for journey developments

- Analytical and Problem-Solving Skillset

Leadership and Behavioural Competencies:

- Strong Ownership Mindset

- Collaboration and Influence

- Learning Agility

- Execution Excellence

- Building Leaders

- Result Orientation