About the role
Group Company: Mahindra Logistics Limited
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: #*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.