Lead - Operations

Mahindra Logistics Ltd; Gurugram District; On-site; INR 1,800,000 - 3,400,000; Full time

Job summary

Airtel is seeking a Lead - Operations based in Gurgaon for a permanent role. The position involves managing end-to-end service delivery, fault resolution, and billing processes while coordinating with field teams and partners to ensure SLA adherence.

The incumbent will oversee installation targets, maintain fiber networks, and drive customer satisfaction while ensuring revenue collection and compliance with safety norms.

Qualifications

• 12-16 years of experience in telecom/field operations.
• Permanent role based in the assigned location.

Responsibilities

• Resolve fiber cuts, signal issues, router faults, and connectivity complaints within TAT.
• Ensure customer satisfaction, attend complaints, provide technical support, and minimise repeats.
• Maintain last-mile fiber infrastructure, ODN, and related equipment.
• Meet targets for installation, fault resolution, service quality, and customer satisfaction.
• Coordinate with technicians, LCOs, and service partners for timely delivery and wire-cut handling.
• Update work orders, installation status, fault tickets, material consumption, and productivity in Airtel systems.
• Ensure completion of all pending ground work.
• Billing and Unbilled follow-up with customer billing and 100% collection.

Skills

Fault Resolution

Service Delivery

Billing & Collections

Vendor Coordination

Last-mile Fiber

ODN Maintenance

Safety & Compliance

Job description

12 - 16 Years

Permanent

Job Description

Designation: Lead - Operations

Primary Responsibilities:

• Resolve fiber cuts, signal issues, router faults, and connectivity complaints within the prescribed turnaround time (TAT).
• Ensure customer satisfaction, attend complaints, provide technical support, and minimise repeat complaints.
• Maintain last-mile fiber infrastructure, optical distribution networks (ODN), and related equipment
• Meet targets for installation, fault resolution, service quality, and customer satisfaction.
• Coordinate with technicians, wiremen, local cable operators (LCOs), and service partners to ensure timely service delivery and in case of wire cut.
• Update work orders, installation status, fault tickets, material consumption, and productivity reports in Airtel's systems.
• Ensuring completing of all pending ground work.
• Billing and Unbilled follow up with customer billing and ensuring 100% collection.
• Service Delivery + Fault Resolution + Material Accountability + Revenue/GM /collection

Additional Responsibilities:

• Reconcile FTTH materials issued, consumed, returned, and available in stock. Investigate shortages and discrepancies.
• Coordinate with Airtel's commercial and operations teams to resolve billing discrepancies and expedite pending invoice clearance
• Identify potential SLA breaches, analyse their root causes, and implement corrective actions to minimise penalties.
• Ensure adherence to field safety procedures, statutory requirements, and Airtel's operational guidelines.
• Submit daily reports covering completed jobs, pending work orders, fault resolution, material consumption, billing status, and productivity.
• Coordinate with Airtel's Network, Finance, Commercial, Procurement, and Field Operations teams to resolve operational and billing issues.

Job Snapshot

• Updated Date
• 31-10-2026
• Job ID
• JOB10570
• Department
• Manufacturing
• Location