Role Overview:
Accomplished Telecom IT & Service Operations Leader with 20+ years of experience driving large-scale IT operations, application support, managed services, digital transformation, and service delivery across complex telecom environments. Proven track record of managing 10+ business-critical telecom applications across 14 OpCos, ensuring high availability, operational resilience, service stability, and consistent customer experience across geographically distributed environments.
Strategic and execution-focused leader with extensive expertise across OSS/BSS, CRM, service assurance, provisioning, digital channels, enterprise applications, infrastructure, cloud, DevOps, SRE, observability, and ITIL-based service management. Experienced in leading 24x7 production operations, L1/L2/L3 support, NOC/service assurance functions, major incident and problem management, application lifecycle management, and operational governance.
Solid track record of managing large multidisciplinary and geographically distributed teams, including application support, infrastructure, DevOps,



service management, engineering, and vendor organizations. Proven ability to lead P1/P2 incident resolution, executive escalations, RCA/CAPA, service improvement, SLA/KPI governance, capacity planning, disaster recovery, business continuity, and operational risk management.
Experienced in managing multi-vendor ecosystems, system integrators, OEMs, and managed service partners, including SLA governance, commercial management, contract negotiations, performance reviews, escalations, and service-credit management. Adept at aligning technology operations with business priorities while maintaining service continuity during major transformation and modernization programs.
Recognized for building high-performing teams, establishing operational governance frameworks, improving service reliability, reducing operational risk, driving automation, and creating a culture of accountability, continuous im

📌 Head of Service Delivery (Gurugram)
🏢 Airtel International LLP-Airtel Africa
📍 Gurugram