Noida, Uttar Pradesh Job Summary FSO L2 - Vendor & Technician Management (Retail Stores) Job Title: Field Service Operations (FSO) Analyst - L2 Department: Retail IT Support / Field Service Operations Experience: 3-6 years Role Summary: Responsible for managing end-to-end Field Service Operations for retail stores, including vendor coordination, technician dispatch, and resolution tracking. The role ensures timely break-fix support, optimal resource utilization, and adherence to SLAs for store operations. Key Responsibilities: Vendor Management: - Coordinate with third-party vendors and dispatch partners for issue resolution. - Track vendor performance against SLAs (response time, resolution time). - Manage escalations and ensure accountability until closure. - Maintain vendor documentation, contacts, and performance reports. Technician Management: - Schedule and dispatch field technicians based on location, priority, and skillset. - Coordinate technician visits to retail stores for break-fix and IMACD activities. - Track technician productivity, utilization, and resolution quality. - Ensure first-time fix and minimize repeat visits. Retail Store Support Operations: - Manage ticket lifecycle from dispatch to closure for store-related issues. - Perform remote troubleshooting and determine need for onsite support. - Coordinate with store staff for issue validation and resolution confirmation. - Ensure mínimal downtime for POS, network, and store systems. Dispatch & Coordination: - Manage end-to-end dispatch control for field service operations. - Assign tickets to appropriate technicians/vendors based on geography and priority. - Maintain real-time visibility of dispatch status and progress. - Handle logistics coordination including parts and inventory movement. Governance & Reporting: - Monitor SLAs, KPIs,



and operational dashboards. - Prepare daily/weekly reports on ticket status and vendor performance. - Identify improvement opportunities and drive service optimization. - Ensure compliance with operational processes and audit requirements. Skills & Qualifications: - Experience in Field Service Operations / Retail IT Support. - Knowledge of dispatch management, vendor coordination, and logistics. - Familiarity with ITSM tools (ServiceNow or similar). - Understanding of retail store IT setting (POS, printers, networks). - Strong communication and stakeholder management skills. - Ability to manage multiple vendors and priorities in a dynamic environment. Key Competencies: - Vendor & Partner Coordination - Dispatch & Scheduling Management - Incident & Ticket Management - SLA & KPI Governance - Customer & Store Experience Focus Key Responsibilities FSO L2 - Vendor & Technician Management (Retail Stores) Job Title: Field Service Operations (FSO) Analyst - L2 Department: Retail IT Support / Field Service Operations Experience: 3-6 years Role Summary: Responsible for managing end-to-end Field Service Operations for retail stores, including vendor coordination, technician dispatch, and resolution tracking. The role ensures timely break-fix support, optimal resource utilization, and adherence to SLAs for store operations. Key Responsibilities: Vendor Management:



- Coordinate with third-party vendors and dispatch partners for issue resolution. - Track vendor performance against SLAs (response time, resolution time). - Manage escalations and ensure accountability until closure. - Maintain vendor documentation, contacts, and performance reports. Technician Management: - Schedule and dispatch field technicians based on location, priority, and skillset. - Coordinate technician visits to retail stores for break-fix and IMACD activities. - Track technician productivity, utilization, and resolution quality. - Ensure first-time fix and minimize repeat visits. Retail Store Support Operations: - Manage ticket lifecycle from dispatch to closure for store-related issues. - Perform remote troubleshooting and determine need for onsite support. - Coordinate with store staff for issue validation and resolution confirmation. - Ensure mínimal downtime for POS, network, and store systems. Dispatch & Coordination: - Manage end-to-end dispatch control for field service operations. - Assign tickets to appropriate technicians/vendors based on geography and priority. - Maintain real-time visibility of dispatch status and progress. - Handle logistics coordination including parts and inventory movement. Governance & Reporting: - Monitor SLAs, KPIs, and operational dashboards. - Prepare daily/weekly reports on ticket status and vendor performance. - Identify improvement opportunities and drive service optimization. - Ensure compliance with operational processes and audit requirements. Skills & Qualifications: - Experience in Field Service Operations / Retail IT Support. - Knowledge of dispatch management, vendor coordination, and logistics. - Familiarity with ITSM tools (ServiceNow or similar). - Understanding of retail store IT enviro

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