Job Summary

Support FSO team prior to route tickets to OSS queues where physical intervention is not mandatory. • Identifying such opportunities and create KBs for future cases to be supported by SD. • Help OSS organization on other tasks whenever is possible to absorb the demand, like returns coordination, tickets review, Smart hands coordination, help scheduled and dispatch visits engineers on technical issues/doubts. • Proactive support to improve DEX score. • Engineer attendance – Daily checks, align with partner for any missed visits compensation dates, customer notification and proactively sharing the schedule with customer without any reminders • OSS Resource Management – Management of Ready to Work tracker up to date, Proactive checks before the accounts gets expired and maintain the backfill tracker • Partner Management- Attend weekly calls, booking backfill engineers on partner portals based on need, validating monthly partner billing /invoice approvals and assisting MEU ops lead based on the operational need

Key Responsibilities

Support FSO team prior to route tickets to OSS queues where physical intervention is not mandatory. • Identifying such opportunities and create KBs for future cases to be supported by SD. • Help OSS organization on other tasks whenever is possible to absorb the demand, like returns coordination, tickets review, Smart hands coordination, help scheduled and dispatch visits engineers on technical issues/doubts. • Proactive support to improve DEX score. • Engineer attendance – Daily checks,



align with partner for any missed visits compensation dates, customer notification and proactively sharing the schedule with customer without any reminders • OSS Resource Management – Management of Ready to Work tracker up to date, Proactive checks before the accounts gets expired and maintain the backfill tracker • Partner Management- Attend weekly calls, booking backfill engineers on partner portals based on need, validating monthly partner billing /invoice approvals and assisting MEU ops lead based on the operational need

Skill Requirements

Support FSO team prior to route tickets to OSS queues where physical intervention is not mandatory. • Identifying such opportunities and create KBs for future cases to be supported by SD. • Help OSS organization on other tasks whenever is possible to absorb the demand, like returns coordination, tickets review, Smart hands coordination, help scheduled and dispatch visits engineers on technical issues/doubts. • Proactive support to improve DEX score. • Engineer attendance – Daily checks, align with partner for any missed visits compensation dates,



customer notification and proactively sharing the schedule with customer without any reminders • OSS Resource Management – Management of Ready to Work tracker up to date, Proactive checks before the accounts gets expired and maintain the backfill tracker • Partner Management- Attend weekly calls, booking backfill engineers on partner portals based on need, validating monthly partner billing /invoice approvals and assisting MEU ops lead based on the operational need

Must Have Skill

Microsoft Windows,Remote Desktop Support

Positive to Have Skill

Other Requirements

Support FSO team prior to route tickets to OSS queues where physical intervention is not mandatory. • Identifying such opportunities and create KBs for future cases to be supported by SD. • Help OSS organization on other tasks whenever is possible to absorb the demand, like returns coordination, tickets review, Smart hands coordination, help scheduled and dispatch visits engineers on technical issues/doubts. • Proactive support to improve DEX score. • Engineer attendance – Daily checks, align with partner for any missed visits compensation dates, customer notification and proactively sharing the schedule with customer without any reminders • OSS Resource Management – Management of Ready to Work tracker up to date, Proactive checks before the accounts gets expired and maintain the backfill tracker • Partner Management- Attend weekly calls, booking backfill engineers on partner portals based on need, validating monthly partner billing /invoice approvals and assisting MEU ops lead based on the operational need

📌 Sr Analyst (India)
🏢 HCLTech
📍 India