Company Description
Bharti Airtel Limited is a leading global telecommunications company with operations in 18 countries across Asia and Africa. Headquartered in New Delhi, the company's product offerings include 2G, 3G and 4G wireless services, mobile commerce, fixed line services, high speed home broadband, DTH, enterprise services including national & international long distance services to carriers. In the rest of the geographies, it offers 2G, 3G, 4G wireless services and mobile commerce. Bharti Airtel has over 403 million customers across its operations.
Purpose of the Job:
As the Circle SME – Fault Repair at Telesonic Networks Ltd, you will be responsible for handling Fault repair, Sales / Rental upgrade through service teams. It would be your job responsibility to continuously to monitor, performance enhancement in-line with targets, process/SoP adherence, remove obstacles in service deliverable within AoP.
What will you do?
- Responsible for fault repair, S2S activities for airtel broadband customers for the Circle
- Responsible for KPI delivery as per target & action for continues improvement
- Responsible for identification of improvement areas for the circle & define corrective actions
- Responsible for quality of fault repair /workmanship in the circle
- Responsible for continuous improvement in customer experience
- Responsible for process & SoP adherence
- Responsible for reduce OPEX expenditure & Cost efficiencies as per AoP
- S2S (New sales, rental upgrade, technology migration, Other LoB products etc) through service teams.
- Optimum use of resources with planned productivity
- Responsible for timely material consumption
- Responsible for QOS parameters related to TRAI, Regulatory & statutory compliance for the circle/Cluster
- Improvement of audit score for the circle
- Anticipate risks on services & take proactive action to ensure customer satisfaction
- Partner Management : FR - Partner identification along with SCM, Ensure correct documentations, adherence to legal and regulatory compliance, adherence of processes & SoP, timely clearance of partner bills & ensure timely payouts. Regular review with partners.
- Timely NFA / PR/PO for material & services
- Work closely with all stakeholders to ensure smooth operations.
- Recommend process improvement to enhance customer experience
- Responsible for seamless experience for customer during entire life cycle with airtel and improve the CFI score
- Upkeep of broadband network (Cable – Copper & ODN) and Network elements for circle/Cluster
- Reduction of GFR, SLA, CFI & Quality of workmanship (Repeat + Reopen) In depth knowledge of broadband/FTTH, WiFi network, Broadband CPEs & copper / FTTH quality parameters.
- Regular monitoring of fault repair performance, analyze customer faults for corrective actions
- Monitor individual performance at engineers, TL & ZI wise performance.
- Responsible for reduction in open SR & SRs outside SLA. Track reason for outside SLA cases & corrective actions
- Gate meeting at defined frequency
- Visits as per defined norms
- Marquee permissions
- Proactive corrections
- New process implementation
You are an ideal FIT if you have
- BE / B Tech – ECE – with more than 8 yrs Or Diploma – ECE with more than 10 yrs of relevant work experience
- In depth knowledge of broadband/FTTH, WiFi network & CPEs
- Excellent analytical skills
- Innovative
- Collaborative Relation Skills
- Vendor Management
- Resource Optimization
- Good management and leadership skills.
- Self-Motivated and positive attitude person.
- Proactive and result oriented.
- Driving quality management.
- Team Player.
- Decision maker.
- Lead & Manage Change, Process Orientation & strong Customer Focus
- Excellent Negotiation, Customer Interfacing skills.
- Effective communication/interpersonal skills
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Airtel
