AGM - Airport Operations ( Noida International Airport )

Job Title:Assistant General Manager - Airport OperationsLocation:Noida International AirportAbout the CompanyeSec 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 OverviewThe 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 ResponsibilitiesOperational & Technical OversightSupervise 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 ExcellenceAct 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 & AnalysisLead 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 ManagementManage 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 LeadershipLead, 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 TrackingGather, 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 & SafetyEnsure 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 adherenceSystem uptime and preventive maintenance completion rateIncident response and resolution timeTeam performance and training effectivenessVendor service compliance and equipment reliabilityReduction in repetitive technical issuesInternal StakeholdersOperations & Project Management TeamsTechnical Support & IT Networking TeamsClient Relations & Business Development TeamsExternal StakeholdersClients and End UsersOEMs, Vendors, and AMC PartnersRegulatory and Compliance AuthoritiesQualifications & ExperienceEducation: 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 SystemsAccess Control and Automation SystemsSmart/Safe City, Airport, or Data Centre environmentsICT Infrastructure or System Integration ProjectsProven experience in handling mission-critical systems and managing large technical teams.Strong understanding of AMC management, SLA performance, and client servicing.Skills & CompetenciesDeep technical knowledge of security and ICT systems (CCTV, ACS, PIDS, VMS, etc.)Strong leadership and team management skillsExcellent communication and client management abilitiesAnalytical thinking and data-driven decision-makingProficiency in MS Office (Excel, PowerPoint, reporting dashboards)Customer-focused, organized, and process-oriented approachWhy Join eSecWork on cutting-edge technology in high-security domains (Airports, Enterprises, Smart Cities)Exposure to large-scale ICT and automation projectsCollaborative and growth-driven work cultureCompetitive compensation and long-term career development opportunities