Service Operations Management
- Monitor and manage incident, service request, and escalation queues for the assigned region.
- Ensure all tickets are assigned and resolved within agreed SLA timelines.
- Coordinate with field engineers, OEM partners, and support teams for issue resolution.
- Conduct daily reviews of open, overdue, and escalation calls.
- Track critical incidents and provide timely updates to stakeholders.
Asset Management
- Monitor asset allocation, deallocation, and movement activities.
- Ensure CMDB and asset inventory records are updated accurately.
- Coordinate asset dispatch, replacement, repair, and damage management processes.
- Follow up on pending asset recoveries and branch-level asset compliance.
Team Coordination
- Coordinate with field engineers to ensure effective call handling and productivity.
- Monitor engineer attendance, leaves, and backup arrangements.
- Support manpower planning and resource allocation across locations.
- Escalate manpower shortages and operational risks to management.
Vendor Management
- Coordinate with OEMs, ISPs, and third-party vendors for issue resolution.
- Track vendor performance and escalation closure timelines.
- Ensure timely follow-up on pending parts, quotations, and replacements.
Reporting & MIS
- Prepare daily, weekly, and monthly operational reports.
- Track SLA performance, aging calls, engineer productivity, and service metrics.
- Present operational updates during review meetings.
- Maintain records of escalations, RCA reports, and service improvements.
Stakeholder Management
- Act as the primary point of contact between branches, users, vendors, and management.
- Communicate service updates and escalations professionally.
- Ensure customer satisfaction through timely follow-up and issue resolution.
Compliance & Process Adherence
- Ensure adherence to ITIL processes and organizational policies.
- Support internal audits and compliance requirements.
- Identify process gaps and recommend continuous improvement initiatives.