•   Own the 360 degree “broadband customer experience” from the network perspective. This role will define, own and drive the roadmap for improving the overall experience for Airtel broadband
•   Establish customer experience index (KPIs and matrices) and measure the same across channels – online and offline, to determine key issues across devices, in-home network and ISP/OSP network
•   Work with HDO and troubleshooting teams to ensure first-time right installations and problem resolutions 
•   Work with NOC and CE teams team to implement the changes in processes, technology, scripts and guidelines aimed towards remote resolutions of customers issues, if and when they happen
•   Establish proactive and predictive customer issue resolution process and work with digital and engineering teams to create tools for measuring and monitoring key customer experience indices
•   Build strong working relationships with key stakeholders within the Company, including business units and engineering and operations teams
•   Lead and achieve balance between business and technical requirements while tracking to a budget.  Help prioritize of issues/features/roadmap based on impact on overall customer experience 
•   Benchmarks Customer experience & Service Quality parameters
•    Work as a strategic thought partner with the Operations/planning and other engineering teams  to identify company-wide projects that need attention and to formulate plans to move projects forward

•   Good experience/expertise with wireless technology including -  Wireless AP''s, Routers, Wireless extenders & Wireless standards (802.11b/g/n/ac/ax), site surveys, deployment challenges, RF signal propagation characteristics etc
•   Previous experience in Wireline core & FTTH, engineering/QA/product roles in the Wi-Fi domain strongly desired. 
•   Familiarity/Experience working with TCP/IP, UDP, IPv4/IPv6 addressing, Ethernet, DHCP, DNS, ICMP, ARP, NAT, Bridging, Switching.
•   Hands on experience on BRAS, LDAP, SRC, PCRF, Radius, IMS, NGN, Routers & switches

•   Demonstrated ability to use a data driven approach for making decisions. Understand and Correlation of different data -Data analytics, ML/AI logics (preferred)
•   Familiarity with quality systems and measurements is desirable
•   Good project management & ability to work with diverse functions & teams
•   Excellent written and verbal communication skills
•   Ability to work autonomously, be self-motivated and a strong team player