Description:

SVP - Partner Networks is the senior leader accountable for the quality, reliability and customer experience of the 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:

- 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.

- 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.

- 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.

- 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.

- 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.

- 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.

- Build data - driven early - warning mechanisms for network degradation and partner under - performance.

- 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.

- 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.

Requirements:

- B.E./B.Tech in Electronics, Telecommunications, Electrical or Computer Science.

- MBA or equivalent management qualification preferred.

- Lean / Six Sigma or process excellence certification is an advantage.

- 12 - 16 years in broadband, ISP, telecom or cable operations with deep FTTH exposure.

- Has run FTTH network operations hands - on at a senior level (AVP or equivalent), both through LCO / partner networks and through direct field teams.

- 4+ years in a central leadership role driving process excellence, policy making and the design of technical and operational processes.

- Proven record of improving complaint ratios, MTTR and network quality across large, multi - region operations.

- Experience leading senior managers and large teams across multiple states; experience overseeing a technical support centre or NOC is a strong plus.

- Demonstrated leadership track record: building high - performing leadership teams, leading large - scale change and making high - stakes, data - backed decisions.

- Willing to travel across regions as needed; fluent in Hindi and English.