Role & responsibilities

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.

📌 Team Lead (Jaipur)
🏢 Net Access India
📍 Jaipur