Job Summary

HAM + Order Management Tool Administration/Development

Key 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

Skill Requirements

• 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.

Other Requirements

• 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.