Customer Experience Analyst
Location
Patna | India
Job description
Born in 1995, Airtel aims to offer global connectivity and unlock endless opportunities. Our presence is positioned to serve nearly 96% of the nation's population with infrastructure to sustain cutting-edge technologies such as 5G, IoT, IQ, and Airtel Black. At Airtel, we strive to go beyond our duties to create impactful solutions for consumers, while also preserving the ecological balance.
Limitless Impact We create impact, take early ownership, and experiment with different career paths as part of our cultural fabric. Here's what you will get to experience as an Airtel employee:
You get to make a difference to internal and external customers by taking small and big ideas to success and therefore leaving footprints at the scale of billions. And beyond.
Limitless Ownership You get to go above and beyond to take responsibility, challenge the norms and take risks to create big things in more ways than one.
Limitless Careers You have the freedom to imagine, and an open canvas available to you to experiment and implement new ideas to gain depth and breadth of experiences.
So come join us, and
#BeLimitless. Because you are.
Designation: Engineer
Function: Network
Sub function: Operations
Office Location: KL-Cochin-Maradu-Circle
Position Description The purpose of this role is to manage all operations related work at the Circle level. This role is responsible for improvement, governance and monitoring of Packet CS and Volte Core Operations and KPIs.
Primary Responsibilities: Key Responsibilities & Accountabilities - Network Deployment
- Manages own sites infrastructure upgradation and ensures completion of the upgrades.
- Identifies new sites for the infrastructure upgrades and conducts site surveys or infrastructure planning.
- Builds and managers partnerships and follows up with the partner/government authority for mandatory approval for EB load enhancement and DG as per company requirements.
- Manages and controls quality standards and ensures the materials are approved as per the requirements.
- Manages and executions projects as per the approved layouts.
- Manages system installation and commissioning and prepares BOQ.
- Coordinates to gain budget NFA approvals for all infrastructure activities and AMC and site lease agreement.
- Operation & Maintenance
- Ensures infra uptime at 100% in Own MPLS/REG sites.
- Manages and ensures AMC – PM visits are completed as per defined schedule and SLA or site hygiene.
- Maintains site assets and take accountability for them.
- Manages own sites infrastructure and their KPIs or SLAs sign off with the managed partners.
- Follows up with SCM/Landlord for site lease agreement as per the timelines and ensures no threat to NW due to LL issues.
- Performs EOL replacement of infrastructure equipment as per target and OME report with performance testing and defined guidelines.
- Facilitates field training and directs infrastructure team /NMT on infrastructure equipment and fibre related network O&M and projects, safety, and quality.
- Conducts critical alarm checks at NOC every month at Own REG (37), Critical MSC & BSC (15) sites and ensures proper alarm reporting.
- Provides monthly updates to passive infrastructure data for all REG sites/layouts/space and power/OPEX data.
- Ensures EB bills or advance NFA – diesel payments before due date on monthly basis to avoid any delays and chances of EB disconnection.
- Drives space and power feasibility study for new requirements from planning team and arrange the same on time.
- Executes own site lease agreement renewal and ensures monthly rental follow up to avoid landlord issues.
- Coordinates with field team to complete monthly preventive and corrective activities as per schedule of REG/customer location.
- Manages and validates payment approval of vendor invoices.
- Ensures timely and correct O&M MIS report and incident reporting to AM, COH/RIH/Central SPOC.
- Conducts proper analysis of infrastructure failure and corrective actions.
- Ensures proper reporting of compliance management in CMS tools as per schedule and avoiding any pendency.
- People Management
- Reviews and monitors performance of team members on an ongoing basis and provide requisite developmental support/ inputs.
- Develops the team and updates their knowledge base to cater to the organizational need.
- Recommends trainings as required for team member development.
- Monitors employee satisfaction through attrition and engagement scores.
- Charts out a clear talent development plan and identifies and grooms team members for higher responsibilities.
- Owns and manages a strong people connects at all levels across the organization.
BAL_Marketing
Additional Responsibilities Reporting Team - Reporting Designation:
- Reporting Department:
Educational Qualifications Preferred - Category:
- Field specialization:
- Degree: Diploma / B. Tech
- Academic score:
- Institution tier:
Required Certification/s Required Training/s: Required Work Experience - Industry:
- Role:
- Years of experience: to
Key Performance Indicators Required Competencies: Required Knowledge: Experience of handling telecom passive infrastructure
Required Skills Required abilities Work Environment Details Specific requirements - Travel:
- Vehicle:
- Work Permit:
Other Details - Pay Rate:
- Contract Types:
- Time Constraints:
- Compliance Related:
- Union Affiliation:
Job tags
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