What success looks like in this role:
Gains familiarity with Global Field Operations concepts, procedures and methodologies.
With guidance, performs routine Global Field Operations duties, including:
Receiving and responding to client and Field Engineering members requests,
Creating, validating, and tracking service tickets within Unisys Dispatch Field Force Management system / tools,
o Booking client appointments,
o Access service arrangement,
o Coordinating of essential parts,
o Maintaining call center, and
o Monitoring service level agreements (SLAs), and
o Communicating with cross-functional teams to ensure a fluid and cohesive process.
Learns and complies with Global Field Operations practices and policies.
Learns Global Field Operations enhances levels of client satisfaction.
Assists with special projects as assigned.
Reconcile SLA calls, make sure performance reporting is accurate
Analyze SLA reports, determine root causes of misses and identify best practices
Action responsible organizations to correct service delivery problems




Track performance for improvement
Escalate open calls where necessary
interface with the client and bring escalations to them due to their activities or procedures
Monitoring all tickets within assigned unit(s)
Assessing SLA commitments and material availability
If material is available, assigning labor
Monitoring calls to closure
Dynamically reallocating labor and material to meet requirements
Verifying unique call closure and material return requirements are met
Escalating issues, collecting and distributing missed SLA data as required

Being the single point of contact for program office and other relevant teams

You will be successful in this role if you have:

• High School diploma (Associate's Degree or qualified certification(s) preferred). • Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experien

📌 Assoc Tech Gfo Bengaluru
🏢 Unisys
📍 Bengaluru