Title: AMC Operations Lead

Location: G.Noida

Exp: 3+ yrs

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Role Overview

We are looking for an experienced AMC Operations Lead to manage large-scale, pan-India IT infrastructure maintenance and field service operations for enterprise customers. The candidate must have hands-on experience managing high-volume service tickets, coordinating geographically distributed field engineers and service partners, maintaining state-wise service coverage, and ensuring timely ticket resolution within defined SLAs.

Key Responsibilities

- Manage end-to-end operations for a large-scale, pan-India IT AMC project.
- Handle daily ticket volumes of at least 70–80 tickets at the overall operations level, with a focus on timely assignment and closure.
- Maintain and continuously update a state-wise and city-wise database of field engineers, service partners, vendors and backup resources.
- Ensure appropriate engineer allocation based on ticket location, technical skills, SLA commitments and availability.
- Identify service coverage gaps and onboard recent local service partners wherever required.
- Monitor open tickets, ageing, SLA breaches, repeat calls, pending approvals and closure performance.
- Drive daily operational reviews and maintain accurate MIS reports and dashboards.
- Manage escalations and coordinate with customers, engineers, vendors and internal teams.
- Monitor partner performance, engineer productivity, service quality and cost per ticket.




- Establish backup arrangements for locations where the primary engineer or service partner is unavailable.

Mandatory Requirements

- 3+ years of relevant experience in IT infrastructure AMC, field service operations or enterprise service delivery.
- Demonstrated experience managing high-volume, multi-location service operations.
- Practical knowledge of state-wise and city-wise engineer allocation and partner management.
- Experience with ticketing tools, SLA tracking, ageing reports and operational dashboards.
- Strong vendor coordination, escalation management and problem-solving skills.
- Proficiency in Excel and MIS reporting.
- Willingness to work onsite at our Noida office five days a week.

Preferred Experience

Experience with large enterprise AMC, OEM warranty, telecom, banking, retail or nationwide IT support projects.

Key Performance Indicators

- Ticket assignment and closure within SLA.
- Reduction in overdue and ageing tickets.
- Engineer availability and geographic coverage.
- Partner response time and service quality.
- First-time resolution and repeat-ticket reduction.
- Daily ticket throughput and operational reporting accuracy.

Application Requirement: Candidates should mention the scale of operations managed, average daily ticket volume, geographic coverage, number of active service partners and experience with nationwide engineer coordination

📌 AMC Operations Lead (Greater Noida)
🏢 NR Consulting
📍 Greater Noida