Operations & Maintenance Lead (NCS/Job/ 1832)

Operational Delivery

• Manage 24/7 operations and maintenance to ensure stable and reliable service delivery.
• Handle daily operations, including deployments, incident resolution, and escalations.
• Plan and coordinate patching, hardware replacements, and system updates.
• Make sure tools, spare parts, and consumables are available to support ongoing operations and maintenance.
• Track and follow up on actions needed to stabilize systems and prevent recurring issues.
• Work with teams to improve how we work across both operations and maintenance.

Reporting & KPI Management

• Set up robust reporting routines (daily, weekly, monthly) to monitor system availability, fault rates, Mean Time to Repair (MTTR), and Service Level Agreements (SLA) adherence.
• Analyze large datasets from ticketing equipment and field service logs to identify failure patterns and drive continuous improvement.
• Prepare executive-level reports and presentations for both internal stakeholders and customer (DMRC) meetings.
• Ensure transparency and traceability of all performance indicators.

Team Leadership

• Lead a large team of field engineers, shift managers, and support staff across multiple zones.
• Foster a high-performance culture with clear responsibilities, Standard Operations Procedures (SOP), and escalation protocols.

Stakeholder & Communication

• Act as the primary interface towards our customer on Operations & Maintenance matters, including incident resolution, performance reviews, and audit compliance.
• Liaise with Engineering, Software, and Quality Assurance teams to close issues and ensure feedback loops
• Communicate technical issues clearly to non-technical stakeholders.

Risk & Issue Management

• Proactively identify operational risks and implement mitigation plans.
• Own recurring technical issues or weekend support gaps, ensuring closure through structured Root Cause Analysis and action plans.
• Ensure progress and resolution of issues together with the internal Quality Organization

Optimization & Planning

• Define and execute a proactive O&M plan to meet performance targets and contractual Key Performance Indicators (KPIs).
• Optimize ways of working across teams, identifying synergies and quick-wins
• Develop and maintain dashboards and tools to track preventive, corrective, and predictive maintenance activities.

Requirements:

Skills:

• Working knowledge of QR, NCMC, ABT, and fare collection technologies.
• Experience managing DLP and CAMC periods for transport or public infrastructure.
• Familiarity with Maintenance Management tools (Maximo, SAP PM, Jira, etc.).
• Fluent in English and Hindi; other Indian languages a plus.
• PMP or ITIL certification is a plus.
• Comfortable using legal and documentation tools; good IT skills appreciated

Experience:

• 10+ years of experience in managing operations or maintenance, preferably in AFC, telecom, or metro/rail systems.
• Demonstrated ability to manage contractual KPIs, generate performance reports, and interpret large volumes of operational data.
• Strong leadership and communication skills; must be comfortable engaging with all levels in the local as well as global organization.