Cluster Experience Manager

Key Responsibilities:

1.FME Management:

•Manage a team of 6-9  Field Maintenance Engineers (FME) and allocate work orders based on priorities and skillets.

•Ensure efficient execution of corrective, provisioning, and preventive tasks assigned to the FME team.

•Provide guidance, support, and regular feedback to FMEs to enhance their performance.

2.Outage Analysis and Reporting:

•Analyze outage reports and perform Root Cause Analysis (RCA) to identify the underlying issues.

•Prepare detailed reports and communicate findings to Bharti and stakeholders.

3.Collaboration and Communication:

•Interact with CTEL (Central Technical Excellence Leader) and FMEs to stay updated on the latest developments in the FEAT (Fault Escalation and Tracking) tool.

•Conduct fortnightly interlocks with TOCO (Tower Operations and Maintenance) and wireline operations teams to ensure smooth coordination and address any issues.

4.Complaints Resolution:

•Proactively address customer complaints and ensure timely resolution.

5.Outage Restoration:

•Coordinate with various stakeholders, including media teams, TOCO, and active material teams, to restore services during outages.

•Ensure end-to-end closure of outage incidents and maintain communication with stakeholders throughout the process.

6.Physical Optimization:

•Identify and address high churn areas, LR (Lost Revenue) sites, complaints, and special projects related to physical optimization.

7.Spares Management:

•Efficiently manage spares inventory, ensuring availability and timely replenishment as required.

Qualifications and Experience:

•Bachelor's degree in Engineering (B.Tech/BE) or Diploma in Electronics.

•Minimum of 7 years of experience in the field operations, network performance, or related areas.

•Strong technical knowledge of telecom infrastructure, site management, and maintenance processes.

•Excellent problem-solving and analytical skills.

•Effective communication and interpersonal skills to collaborate with various stakeholders.

•Leadership abilities to manage a team and drive operational excellence.

•Ability to work in a fast-paced environment and handle multiple tasks simultaneously.

Reporting: The Customer Experience Manager (CEM) will report to the Operations Head and work closely with the Field Maintenance Engineers (FME) in the field operations.