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About the Company
eSec Security Consultants Pvt. Ltd. is a leading system integrator specializing in the design, supply, installation, testing, commissioning, and maintenance of IP-based surveillance systems, access control solutions, intrusion detection systems, and AI/ML-driven security automation.
With a proven track record of delivering large-scale Safe/Smart City, Airport, and Data Centre projects across India, eSec has become a trusted partner in ICT digitization and critical infrastructure protection. Our diverse portfolio spans sectors such as airports, data centres, corporate offices, renewable energy, power and transmission, ports, manufacturing, education, and government institutions.
Position Overview
The Assistant General Manager – ( Airport Operations) will be responsible for ensuring operational excellence, system uptime, and customer satisfaction across eSec’s deployed security infrastructure, primarily focused on airports . The role involves managing service delivery operations, leading field teams, ensuring SLA adherence, and driving performance improvements for mission-critical environments.
Key Responsibilities
Operational & Technical Oversight
- Supervise the installation, commissioning, maintenance, and troubleshooting of security and surveillance systems including CCTV, Video Management Systems, Access Control Systems, Intrusion Detection, and related ICT infrastructure.
- Monitor system health and ensure continuous operation across all client sites, particularly high-dependency environments like airports and data centres.
- Drive preventive maintenance schedules and corrective actions to maintain SLA compliance and system uptime.
- Coordinate with OEMs, vendors, and internal technical teams for issue resolution and product support.
- Support implementation of new technologies and automation initiatives for operational efficiency.
Customer Satisfaction & Service Excellence
- Act as the escalation point for all client operational and service-related concerns.
- Track, monitor, and improve Customer Satisfaction (CSAT) scores through proactive service management.
- Conduct regular client review meetings to analyze service performance, feedback, and process improvements.
- Ensure prompt communication, reporting, and resolution for incidents impacting service delivery.
Incident Management & Analysis
- Lead investigations into service disruptions, equipment failures, or system downtime.
- Document incidents, identify root causes, and implement preventive actions.
- Conduct post-incident reviews and maintain readiness for critical system recovery.
Vendor & Resource Management
- Manage vendor relationships for maintenance, AMC, and field support activities.
- Ensure compliance with contractual SLAs, service quality, and resource availability.
- Track vendor performance metrics and drive accountability for operational efficiency.
Team Leadership
- Lead, coach, and develop a team of engineers, coordinators, and technicians.
- Conduct periodic training and knowledge-sharing sessions to strengthen technical capability.
- Foster a culture of ownership, responsiveness, and continuous improvement within the team.
Data Reporting & Performance Tracking
- Gather, analyze, and interpret data from field operations to identify trends and gaps.
- Generate and review operational reports on system uptime, CSAT, and SLA compliance.
- Recommend actionable insights to improve service quality and efficiency.
Compliance & Safety
- Ensure all operational processes adhere to company SOPs, safety standards, and statutory compliance.
- Maintain documentation as per internal audit and client requirements.
- Stay updated with emerging standards, ICAO/DGCA recommendations (for airport domain), and relevant industry regulations.
Key Performance Indicators (KPIs)
- Customer Satisfaction (CSAT) and SLA adherence
- System uptime and preventive maintenance completion rate
- Incident response and resolution time
- Team performance and training effectiveness
- Vendor service compliance and equipment reliability
- Reduction in repetitive technical issues
Internal Stakeholders
- Operations & Project Management Teams
- Technical Support & IT Networking Teams
- Client Relations & Business Development Teams
External Stakeholders
- Clients and End Users
- OEMs, Vendors, and AMC Partners
- Regulatory and Compliance Authorities
Qualifications & Experience
- Education: Bachelor’s degree in Engineering/Technology (Electronics, Electrical, or IT/Networking preferred).
- Experience: 8–12 years of experience in technical service delivery, customer success, or operations within:
- CCTV / Surveillance Systems
- Access Control and Automation Systems
- Smart/Safe City, Airport, or Data Centre environments
- ICT Infrastructure or System Integration Projects
- Proven experience in handling mission-critical systems and managing large technical teams.
- Strong understanding of AMC management, SLA performance, and client servicing.
Skills & Competencies
- Deep technical knowledge of security and ICT systems (CCTV, ACS, PIDS, VMS, etc.)
- Strong leadership and team management skills
- Excellent communication and client management abilities
- Analytical thinking and data-driven decision-making
- Proficiency in MS Office (Excel, PowerPoint, reporting dashboards)
- Customer-focused, organized, and process-oriented approach
Why Join eSec
- Work on cutting-edge technology in high-security domains (Airports, Enterprises, Smart Cities)
- Exposure to large-scale ICT and automation projects
- Collaborative and growth-driven work culture
- Competitive compensation and long-term career development opportunities
