Job Responsibilities : 1. Dispatch Partner Coordination • Own and manage end-to-end coordination with dispatch partners and field engineers for ticket assignments and service delivery execution. • Monitor and govern dispatch SLA compliance, identify recurring breaches, and drive corrective actions with partners. • Review open queues, aging tickets, and backlog reports; take proactive measures to prevent SLA breaches. • Serve as the first point of escalation for dispatch delays, resource gaps, and partner performance issues. • Prepare and present dispatch performance dashboards and trend analysis to operations leadership. • Collaborate with dispatch partners on resource planning for high-volume periods, refresh programs, and special projects. • Define and refine dispatch SOPs and ensure partners adhere to agreed processes and quality standards. 2. User Coordination • Lead end user communication for hardware delivery, replacement, repair, and collection activities across multiple sites or geographies. • Manage complex user coordination scenarios including bulk deployments, refresh rollouts, and executive device handling. • Ensure proactive communication of ticket status, delivery timelines, and service disruptions to users and stakeholders. • Drive user satisfaction (CSAT) by maintaining high standards in communication quality and service closure protocols. • Handle escalated user complaints and ensure timely resolution with appropriate communication and follow-through. • Prepare user communication templates, FAQs, and coordination playbooks for E1 team members. 3. OEM / Vendor Coordination • Manage OEM relationships with vendors such as HP, Dell, Lenovo, and authorized service partners for warranty, repair, and support activities. • Monitor OEM SLAs, repair turnaround times, and parts availability; escalate to vendor account managers for unresolved issues. • Conduct periodic vendor review calls and track OEM performance metrics for reporting to operations management. • Coordinate bulk warranty claims, advance hardware replacement (AHR), and NBD (Next Business Day) service coordination. • Maintain an updated vendor contact matrix and escalation paths for all active OEM partnerships. • Identify patterns in OEM failures or delays and recommend vendor-level corrective actions. 4. Warehouse Coordination • Oversee hardware movement between warehouse, end users, OEM service centers, and field locations with end-to-end accountability. • Coordinate with warehouse teams for stock planning, inbound receipts, outbound dispatch, and returns processing. • Drive accuracy of inventory reconciliation, ensuring physical stock aligns with system records. • Support large-scale refresh, deployment, and decommissioning programs in coordination with warehouse and logistics partners. • Identify warehouse process gaps, propose improvements, and implement corrective actions for faster throughput. • Ensure compliance with documentation standards for all asset movements — GRN, challan, transfer notes, and disposal records. 5. CMDB Updation & Asset Management • Ensure timely and accurate CMDB updates for all asset events — allocation, swap, return, transfer, repair, and disposal. • Perform periodic CMDB audits and reconciliations; identify and resolve data discrepancies in collaboration with the asset management team. • Govern asset lifecycle data integrity including ownership, location, configuration status, and warranty information. • Validate CI (Configuration Item) relationships in the CMDB and flag anomalies for resolution. • Generate CMDB health reports, data quality metrics, and asset aging reports for management review. • Guide and review E1 team members in CMDB update accuracy and process compliance. • Collaborate with ITSM and CMDB leads to align discovery data with manually managed asset records. 6. Ticket & Process Governance • Manage and review incident, service request, and work order queues; ensure proper categorization, prioritization,
Source: HCLTech careers — Read the original posting and apply
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HCLTech is an employer in the IT/Computers - Software, Software Services sector with operations in India. This is a directory listing maintained by Kaam Ki Khoj so that candidates can find the organisation; it is not an official company page and Kaam... Read More
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