Administrator (Support & Operations)

Logistik, försäljning och verksamhet · Leveranskedja och transport · Logistikhantering

I korthet

E2 – Senior Dispatch & Operations Coordinator position in Madurai, Tamil Nadu, India. This role involves end-to-end coordination with dispatch partners, field engineers, end-users, OEMs (HP, Dell, Lenovo), and warehouse teams. Responsibilities include managing SLAs, user communication for hardware services, OEM vendor management, overseeing hardware movement, and ensuring CMDB accuracy and asset lifecycle integrity.

Ansvarsområden

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.
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.
Lead end user communication for hardware delivery, replacement, repair, and collection activities.
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.
Manage OEM relationships with vendors such as HP, Dell, Lenovo, and authorized service partners.
Monitor OEM SLAs, repair turnaround times, and parts availability.
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.
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.
Validate CI (Configuration Item) relationships in the CMDB and flag anomalies for resolution.
Manage and review incident, service request, and work order queues; ensure proper categorization, prioritization.

Krav

Experience in dispatch partner coordination, including SLA monitoring and corrective actions.
Proven ability to manage end-user communication for hardware delivery, replacement, repair, and collection.
Experience coordinating with OEMs like HP, Dell, and Lenovo for warranty and repair services.
Familiarity with warehouse operations, including stock planning, dispatch, and returns processing.
Proficiency in CMDB updates, audits, and asset lifecycle management.
Experience in managing incident, service request, and work order queues.
Ability to analyze performance dashboards and trend analysis.

Önskade kvalifikationer

Experience with IT Service Management (ITSM) tools and processes.
Understanding of hardware lifecycle management.

Förmåner

Opportunity to work at HCLTech, a global technology company.
Chance to find your career and spark.
A place that puts its people first.
Access to industry-leading capabilities centered around digital, engineering, cloud and AI.

Färdigheter

HPDellLenovoCMDBITSM

#dispatch#operations#coordination#vendor management#asset management#CMDB#ITSM

Om HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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