Background

This role is responsible for overseeing the operations and maintenance of assets, ensuring compliance, customer satisfaction, and cost optimization within the telecom industry. The company manages a significant number of distributed assets across varied geographies.

Responsibilities

Key responsibilities include ensuring Environment, Safety & Health (ESH) compliance, managing customer relationships and expectations, planning and reporting on operations, driving operational performance, managing partners, optimizing costs and revenue, and developing the team. Specific duties involve building a safety culture, addressing customer issues, conducting operational reviews, analyzing KPIs, coordinating with stakeholders, ensuring asset data integrity, undertaking contingency planning, and adopting TQM practices.

Qualifications and Requirements

Education: Engineering graduate — B.E. / B.Tech or similar.

Knowledge: Technical knowledge of power equipment. Adaptability to changing organization's trends.

Skills: Excellent interpersonal and communication skills; ability to drive large teams across geographies. Soft skills and awareness of new technology gadgets are desirable prerequisites.

Experience

Minimum 12–15 years of total experience in the telecom industry / ISP, preferably with more than 3 years of directly relevant experience.

Additional Details

Environment

Balancing customer expectations, the external environment, and internal alignment between departments. Managing distributed assets across varied geography (indicatively 3,000–5,000+ sites depending on the operating area, with defined per-site opex budgets and assets of significant value per site). Managing local/government bodies and dealing with the public in general. Safety compliance at sites as per ESH policy. Running operations under a BCP framework in case of natural calamities (earthquakes, floods, etc.). Managing the budget.

• Build and ensure a safety culture across operations.
• Ensure adequate tools, test equipment, and safety gear are available in the field for proper and safe work.
• Drive business partners for ESH compliance.
• Monitor safety compliance and ensure adherence to safety guidelines.
• Ensure adequate safety training for field teams.
• Manage the external environment, identify potential challenges in the area, and evolve ways to overcome them.
• Conduct periodic operational reviews and governance with all customers as per the defined structure.
• Address customer issues in a timely and proactive manner.
• Balance conflicting customer priorities and achieve a common viewpoint that meets customer and shareholder expectations.
• Meet customer expectations by delivering the required uptime within agreed SLAs.
• Get SLAs/KPIs signed off regularly by all customers as per schedule.
• Define operational parameters, review TOC reports, conduct trend analysis of KPIs to identify problems, and conduct RCA for necessary actions.
• Run periodic structured reviews as per functional/line documents.
• Coordinate between stakeholders (IME/OME, SME, Estate, Security, etc.) and government/regulatory/statutory agencies.
• Ensure site asset data integrity and periodic capture of accurate site data MIS by digital means (e.g., mobile app), with timely submission of reports.
• Evolve and implement mechanisms to minimise theft incidents.
• Undertake contingency planning to ensure maximum network availability, especially on higher-tenancy and customer-critical sites.
• Adopt TQM practices and the PDCA problem-solving approach.
• Ensure KPIs are achieved as per management targets; evolve systems and procedures enabling the team to achieve targets.
• Carry out root cause analysis of site failures and draw action plans to avoid repetitive failures.
• Ensure adherence and compliance to processes and guidelines.
• Ensure preventive and corrective maintenance are met as per process and targets.
• Coordinate with the deployment team on installation and commissioning quality; take over sites with no service-affecting punch points.
• Generate trackers to monitor activities at appropriate frequencies for effective control of the activities.
• Manage partners to achieve defined targets as per laiddown procedures.
• Ensure adequate partner training on technical, operational, and safety aspects.
• Control and develop partners to enforce and ensure process compliance.
• Conduct structured partner governance as per the defined schedule.
• Ensure partner invoices are certified for timely payment.
• Drive site security; ensure accurate site inventory / asset integrity; and manage material/inventory including warehousing, material movement, and spares management with clear partner responsibility and accountability.
• Monitor and optimise utilisation of capex and opex (repair & maintenance).
• Reduce opex through energy conservation and optimum utilisation of available resources.
• Monitor and analyse energy reports and draw action plans for energy cost optimisation: site-wise energy cost monitoring; corrective measures on high-consumption sites; equilibrium between energy cost and uptime.
• Train the team properly on SLAs and sign-offs as per agreements/contracts.
• Ensure proper billing with periodic site audits, billing customers as per actual installed inventory/configuration.
• Develop a high-performance work environment to build a capable and motivated team.
• Identify training needs and bridge gaps through appropriate training and development.
• Establish individual performance expectations, conduct regular reviews, and recommend rewards and recognition.
• Drive team-building initiatives and practice organisational values.
• Coordinate with HR for recruitment against vacant positions.

• Excellent interpersonal and communication skills
• Ability to drive large teams across geographies
• Soft skills
• Awareness of new technology gadgets
• Technical knowledge of power equipment
• Adaptability to changing organization's trends

• Engineering graduate — B.E. / B.Tech or similar.