Head Experience – FTTH & WIFI ( Associate Vice- President )

Job Details 
Job Title Head Experience – FTTH & WIFI 
Designation AVP 
Job Code 
Function Network - Central 
Sub-Function Connected Homes 
Location Airtel Centre, Gurgaon 
Level/Grade A4 
Position Description 
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 
Certifications 
required (if any) WIFI expert 
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

External Counterparts in other TSPs (Jio/ACT), ODM (Nokia, Zyxel, Dasa, Sercom etc), Auditors 
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 
 Communication Skills