HAM + Order Management Tool Administration/Development
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
• Solid knowledge of ITSM processes and frameworks; ITIL Foundation certification preferred. • Proven experience in dispatch coordination, vendor management, warehouse operations, or IT asset management. • Proficiency with ITSM tools such as ServiceNow, Remedy, Cherwell, or equivalent platforms. • Strong understanding of CMDB concepts, configuration management, and asset lifecycle processes. • Excellent communication, coordination, and stakeholder management skills. • Analytical mindset with the ability to generate reports, interpret data, and drive operational decisions. • Demonstrated ability to handle escalations, manage vendor relationships, and drive SLA compliance. • Proficiency in MS Office tools (Excel, PowerPoint, Outlook) for reporting and operational communication. • Ability to mentor junior team members and contribute to process improvement initiatives.
• Graduate in any discipline; B.Sc. IT, BCA, B.Tech, or equivalent preferred. • 8–10 years of hands-on experience in IT operations, managed workplace services, dispatch coordination, logistics, or IT asset management. • Demonstrated exposure to OEM warranty management, CMDB updation, or warehouse coordination in an enterprise environment. • ITIL Foundation certified (mandatory); ITIL Practitioner or equivalent is an added advantage. • Prior experience managing or mentoring junior team members is desirable.
Source: HCLTech careers — Read the original posting and apply
This role is listed by the employer on its own careers site. Kaam Ki Khoj does not process applications for it.
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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