Mahesh Kumar

Operation Lead B2B (ISP) Customer

Role: Operations Lead at airtel
Location: Gurugram, HR, IN
LinkedIn followers: 500 followers

About Mahesh Kumar

Dynamic Telecom Professional with over 12.7 years of experience harmonizingtechnical precision with exceptional stakeholder engagement. Skilled in deliveringhigh-availability network solutions and driving strategic relationships through QBRs,CBRs, and service enhancement programs.Adept at translating customer feedback into actionable service improvements, ensuringlasting issue resolution and consistent satisfaction.A trusted advisor known for building cross-functional collaboration, elevating KPIperformance, and communicating insights through visually compelling presentationstailored to both technical and business audiences

Experience

Operations Lead
airtel
Jun 2024 — Present · Gurugram, IN
Customer Relationship Management:• Develop and maintain strong relationships with key customer stakeholders,including technical and business teams.• Conduct regular business reviews and meetings to ensure alignment onexpectations, performance, and growth opportunities.Service Delivery & Operational Excellence:• Ensure adherence to SLAs, uptime commitments, and operational KPIs as percustomer agreements.• Monitor incident management, change management, and problem resolutionprocesses to ensure swift issue resolution.• Coordinate with internal teams (Operations, Network, and Compliance) toproactively address service challenges.• Drive continuous improvement initiatives to enhance service delivery andcustomer satisfaction.• Driving weekly/ Monthly meetings, QBR’s, CBR’s effectively.• Preparing customer presentations for weekly/ Monthly meetings.• Preparing colo performance report for all Hyperscaler customers.Escalation & Issue Resolution:• Serve as the primary escalation point for service-related issues, incidents, andoutages.• Collaborate with technical teams to investigate root causes and drive correctiveactions.• Ensure timely and transparent communication with the customer during incidentsand maintenance activities.• Identifying and addressing recurring critical customer issues to achieve permanentresolutions.Collaborating with TAC1 and TAC2 teams (NSG-B2B operation) to support the resolutionof issues related to Huawei, Tejas, ECI, Alcatel, Ciena, Nortel, OLP, and NPT.Utilizing hands-on expertise in auto-discovery, inventory management, root causeanalysis, network impact analysis, service impact analysis, and performancemanagement.

Skills

Provisioning
Ccna
Telecommunications
Metro
Ip
4g
Ethernet Over Sdh
C Language
Otn
Sdh
Ason
Fiber Optic Networks
3g
Testing
Networking
Network Management System
Nms
Dslam
Wireless
Huawei M2000
Network Monitoring Tools

Contact information

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Work email
•••••@airtel.com
Personal email
•••••@•••••.com
Direct dial
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Current company

airtel

Telecommunications · 101K employees · Gurgaon, Haryana, India

Airtel was founded to provide global connectivity and unlock endless opportunities. Our organization embodies a unique blend of energy, innovation, creativity, dedication, scale, and ownership, all aimed at being limitless. At Airtel, we strive to go beyond our duties to create impactful solutions for our consumers. Our team is highly skilled and constantly growing, actively developing infrastructure to introduce cutting-edge technologies like 5G, IoT, IQ, and Airtel Black. We have successfully launched 5G services in over 5,000 cities and towns nationwide, with 10 million unique customers on the 5G network nationally. Airtel Black is another convenient consumer service that provides combined billing for family and friends under a single bill. We also offer enterprise solutions, including national and international long-distance services for carriers. With a subscriber base exceeding 574 million as of 2023, we are committed to delivering effective products that contribute to the realization of a 'Digital India', enabling millions of individuals to connect and thrive for a brighter future. Our presence spans 7,915 census and 802,577 non-census towns and villages, covering almost 96% of the country's population with 388,726 Rkms of optical fiber and an extensive distribution network of 1.2 million outlets. We've also implemented conservation initiatives that have saved 14,676 MWh of electricity, 4412 tonnes of paper through our e-bill initiatives, and recycled 3330 tonnes of e-waste. At Airtel, we believe in taking early ownership, delivering quality, and experimenting with various career paths to boost our trajectories and gain valuable insights into the business, making us the best in the industry. We are committed to creating the ultimate experience for our consumers while maintaining an ecological balance in the world.

airtel.com

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About Mahesh Kumar

Experience

Operations Lead

Skills

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