Operations Head – LOB- B2B Business

About the Role

We are looking for an experienced Operations Head – LOB to lead B2B Network Operations for Airtel Business. The role will be responsible for driving operational excellence, managing critical customer escalations, ensuring SLA adherence, improving resolution effectiveness and delivering a high-quality customer experience.

The position requires a strong combination of B2B/Enterprise Network Operations, Service Assurance, Escalation Management, KPI/SLA ownership and stakeholder management .

Key Responsibilities

• Lead L3/critical escalation management for Airtel Business/enterprise customers, ensuring timely resolution of high-impact network and service issues.
• Own key operational metrics including Resolution SLA, MTTR, Online Resolution Effectiveness (OLR), incident performance and customer experience KPIs .
• Ensure adherence to defined SLA and resolution targets , with a focus on achieving 90% resolution within the defined 4-hour SLA .
• Drive quality and timely customer communication during incidents, ensuring appropriate frequency, accuracy and completeness of customer updates .
• Standardize operational processes through implementation and governance of SOPs, operational workflows, best practices and team training .
• Work closely with NOC, network, field, service assurance and other cross-functional teams to drive incident resolution and eliminate recurring issues.
• Participate in operational governance and performance reviews , providing insights, corrective actions and continuous improvement initiatives.
• Lead initiatives to improve remote/online resolution capability , operational efficiency and overall B2B customer experience.

Key Performance Areas

• B2B Network Operations
• L3 / Major Escalation Management
• Enterprise Customer Experience
• SLA & KPI Management
• MTTR / Resolution Performance
• Online Resolution Effectiveness
• Service Assurance & Incident Management
• Operational Governance
• Process Standardization & Team Capability

Ideal Candidate Profile

• 15+ years of experience in Telecom / Network Operations / Service Assurance / Enterprise Network Operations .
• Strong experience managing B2B/Enterprise customers and critical network/service escalations .
• Proven experience leading NOC / Network Operations / Service Assurance teams.
• Strong understanding of SLA, MTTR, incident management, escalation management and operational KPIs .
• Experience working in a 24×7 network/service operations environment .
• Strong stakeholder and customer management skills, with the ability to coordinate across multiple technical and business teams.
• Demonstrated experience in operations governance, process improvement and performance management .
• Strong leadership capability with experience taking ownership of operational decisions and business-critical KPIs.

Preferred Background

Candidates from Telecom operators, Enterprise Network Service Providers, Managed Services, NOC/Service Assurance environments with significant B2B exposure would be preferred.