Cluster Experience Manager

Position Overview: The CustomerExperience Manager (CEM) is responsible for efficiently managing and overseeingthe operations of 1200 to 1400 sites within the assigned region. This roleinvolves handling a team of 6-9 Field Maintenance Engineers (FME) and ensuringthe timely execution of work orders, including corrective, provisioning, andpreventive tasks. The CEM is also responsible for outage analysis, RCAreporting to Bharti and stakeholders, interacting with CTEL and FME for updatesin the FEAT tool, and maintaining interlocks with TOCO and wire-lineoperations. The CEM plays a vital role in managing complaints, outagerestoration, physical optimization, spares management, and ensuringhigh-quality services.

Key Responsibilities:

1.FME Management:

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

Ensure efficient execution ofcorrective, provisioning, and preventive tasks assigned to the FME team.

Provide guidance, support, and regularfeedback to FMEs to enhance their performance.

2.Outage Analysis and Reporting:

Analyze outage reports and perform RootCause Analysis (RCA) to identify the underlying issues.

Prepare detailed reports and communicatefindings to Bharti and stakeholders.

3.Collaboration and Communication:

Interact with CTEL (Central TechnicalExcellence Leader) and FMEs to stay updated on the latest developments in theFEAT (Fault Escalation and Tracking) tool.

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

4.Complaints Resolution:

Proactively address customer complaintsand ensure timely resolution.

5.Outage Restoration:

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

Ensure end-to-end closure of outageincidents 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 physicaloptimization.

7.Spares Management:

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

Qualifications and Experience:

Bachelor's degree in Engineering ( BTech /BE)or Diploma in Electronics.

Minimum of 7 years of experience in thefield operations, network performance, or related areas.

Strong technical knowledge of telecominfrastructure, site management, and maintenance processes.

Excellent problem-solving and analyticalskills.

Effective communication andinterpersonal skills to collaborate with various stakeholders.

Leadership abilities to manage a teamand drive operational excellence.

Ability to work in a fast-pacedenvironment and handle multiple tasks simultaneously.