Gaurav Singh

I played a pivotal role in ensuring the smooth and high-quality technical support of B2B customers, with a strong focus on the fixed services domain. My responsibilities center around stakeholder management, acting as a key liaison between internal teams, external partners, and leadership to maintain alignment and deliver timely, effective customer solutions. I drove continuous improvement by conducting deep-dive analysis into customer support tickets, monitoring KPI adherence, and identifying process gaps. These insights inform performance reviews and are used to challenge and coach external partners, fostering accountability through structured RACI frameworks. Through strong team management and collaboration, I led initiatives that enhance the operational efficiency of outsourced support teams. I ensure that their delivery meets service expectations, while promoting a culture of excellence and proactive problem-solving. My role also covers incident and change management, where I serve as an escalation point for critical disruptions. I prioritize swift resolution and ensure that all stakeholders are informed via the appropriate communication channels, mitigating customer impact and financial risk. By applying Lean principles, I streamline workflows, reduce inefficiencies, and drive sustainable transformation, ultimately improving customer experience and operational performance across the board.

As an RF Consultant, I was responsible for the planning and optimization of 2G/2.5G and 3G networks during GEMINI Migration (RG 10 release), ensuring KPIs were aligned with Airtel’s contractual benchmarks. I prepared and secured monthly signoffs from customers, validating site performance and network readiness. Where KPI targets were not met, I provided data-backed exclusions justifications, helping avoid penalties and maintaining client trust. I led a dedicated drive test (DT) team of three engineers, overseeing the collection and analysis of logs using Nemo Tems 10 and Actix. By adopting lean practices, I streamlined testing workflows and reduced turnaround times. I encouraged knowledge sharing, continuous improvement, and empowered the team to take ownership of key optimization tasks. Stakeholder management was a core part of my role. I regularly engaged with Airtel and Nokia teams, translating technical findings into clear action plans. I also ensured transparent reporting through daily, weekly, and monthly KPI dashboards using NetACT. Service quality improvement was driven through active listening to the “Voice of Customer.” By addressing feedback promptly, I led the turnaround of customer perception from “Average” to “Excellent” within two quarters. My focus on change and incident management ensured stable network transitions and minimized service disruptions.

As an RF Manager, I led RF Planning & Optimization for 2G/2.5G networks across key towns in West Bengal, including Kolkata, overseeing 1400 sites for TATA DOCOMO network.. I managed a diverse team of 4 planners, 7 optimizers, and 8 DT teams with technicians, ensuring efficient team performance and service delivery. I maintained strong stakeholder management through regular KPI reviews, customized dashboards (daily/weekly/monthly), and ensured timely monthly sign-offs from the customer. I drove improvement plans for key radio and data KPIs (GPRS, EGPRS, TBF success, DL/UL throughput), and resolved customer complaints promptly. As part of Change & Incident Management, I led root cause analyses, ensured quick issue resolution, and mitigated service disruptions. For KPIs not meeting targets, I provided detailed justifications and secured valid exclusions, effectively preventing penalties. My proactive planning, including resource hiring, training, and performance monitoring, significantly enhanced service quality—elevating customer satisfaction from “Average” to “Excellent” within two quarters while also contributing to penalty cost savings.

Worked as RF consultant for swap from Motorola to Nokia sites of VODACOM project in Tanzania. Worked as RF planning engineer from Nokia (fALU) for ORANGE greenfield sites planning in Kenya Worked as RF Optimization engineer from Nokia (formerly Siemens) for SAFARICOM (in 2008 for M-PESA mobile phone-based money transfer, payment, and micro-financing service)sites in Kenya

Lead the team of 5 having planners’ optimization and drive test engineers for Motorola to Nokia (fALU) swap project in Ranchi, Jharkhand India. Worked as RF engineer responsible for KPI monitoring and optimization of worst cells followed by cluster acceptance for Airtel in RoWB. Worked as RF engineer responsible for RF & transmission survey for the new & existing sites UP (e) & Orissa.