Senior Engineer - Desk Side Services, AMT Asset Management Software

Nagpur, Maharashtra
Job Summary

Field Service Command Center (FSCC) Analyst – L2 Job Title: Field Service Command Center Analyst – L2 Department: Field Service Operations / Command Center Experience: 1-3 Yrs Location: Global Delivery / 24x7 Operations Role Summary: Responsible for supporting centralized Field Service Command Center operations, including monitoring, dispatch coordination, incident handling, and vendor/technician engagement. The role ensures proactive issue detection, timely response, and seamless coordination across field services ecosystem. Key Responsibilities: Command Center Monitoring & Operations: • Perform real-time monitoring of field service operations, alerts, and ticket queues. • Identify, analyze, and respond to incidents and service disruptions. • Ensure proactive detection of issues through monitoring tools and dashboards. • Follow SOPs and runbooks for incident resolution and escalation. Incident & Ticket Management: • Handle L2 escalations for field service incidents and service requests. • Perform initial troubleshooting and coordinate with L3/Resolver groups when required. • Ensure timely ticket updates, documentation, and closure as per SLA. • Analyze recurring tickets and highlight potential problem areas. Dispatch Coordination: • Coordinate dispatch activities for field technicians and vendors. • Assign tickets based on priority, geography, and skill requirements. • Track dispatch status and ensure timely resolution of onsite issues. • Act as central point of coordination between service desk, vendors, and field teams. Vendor & Technician Coordination: • Engage with field service vendors and technicians for issue resolution. • Ensure SLA adherence and track vendor response/performance. • Escalate delays or issues to appropriate stakeholders. Governance & Reporting: • Monitor SLAs, KPIs, and operational metrics (MTTR, response time, dispatch TAT). • Generate reports and dashboards for operations tracking and service improvement. • Maintain operational documentation and knowledge base. Collaboration & Shift Operations: • Work in a 24x7 command center environment with global teams. • Ensure proper shift handovers and communication across regions. • Collaborate with Service Desk, Infrastructure, and Application teams. Skills & Qualifications: • Experience in Command Center / NOC / Field Service Operations. • Knowledge of monitoring tools and ITSM platforms (ServiceNow, Remedy, etc.). • Understanding of incident management and escalation handling. • Strong coordination and communication skills. • Ability to handle high-pressure situations and multitask. Key Competencies: • Real-time Monitoring & Incident Handling • Dispatch Coordination • Vendor & Technician Engagement • SLA & KPI Compliance • Operational Excellence

Key Responsibilities

Field Service Command Center (FSCC) Analyst – L2 Job Title: Field Service Command Center Analyst – L2 Department: Field Service Operations / Command Center Experience: 1-3 Yrs Location: Global Delivery / 24x7 Operations Role Summary: Responsible for supporting centralized Field Service Command Center operations, including monitoring, dispatch coordination, incident handling, and vendor/technician engagement. The role ensures proactive issue detection, timely response, and seamless coordination across field services ecosystem. Key Responsibilities: Command Center Monitoring & Operations: • Perform real-time monitoring of field service operations, alerts, and ticket queues. • Identify, analyze, and respond to incidents and service disruptions. • Ensure proactive detection of issues through monitoring tools and dashboards. • Follow SOPs and runbooks for incident resolution and escalation. Incident & Ticket Management: • Handle L2 escalations for field service incidents and service requests. • Perform initial troubleshooting and coordinate with L3/Resolver groups when required. • Ensure timely ticket updates, documentation, and closure as per SLA. • Analyze recurring tickets and highlight potential problem areas. Dispatch Coordination: • Coordinate dispatch activities for field technicians and vendors. • Assign tickets based on priority, geography, and skill requirements. • Track dispatch status and ensure timely resolution of onsite issues. • Act as central point of coordination between service desk, vendors, and field teams. Vendor & Technician Coordination: • Engage with field service vendors and technicians for issue resolution. • Ensure SLA adherence and track vendor response/performance. • Escalate delays or issues to appropriate stakeholders. Governance & Reporting: • Monitor SLAs, KPIs, and operational metrics (MTTR, response time, dispatch TAT). • Generate reports and dashboards for operations tracking and service improvement. • Maintain operational documentation and knowledge base. Collaboration & Shift Operations: • Work in a 24x7 command center environment with global teams. • Ensure proper shift handovers and communication across regions. • Collaborate with Service Desk, Infrastructure, and Application teams. Skills & Qualifications: • Experience in Command Center / NOC / Field Service Operations. • Knowledge of monitoring tools and ITSM platforms (ServiceNow, Remedy, etc.). • Understanding of incident management and escalation handling. • Strong coordination and communication skills. • Ability to handle high-pressure situations and multitask. Key Competencies: • Real-time Monitoring & Incident Handling • Dispatch Coordination • Vendor & Technician Engagement • SLA & KPI Compliance • Operational Excellence

Skill Requirements

Field Service Command Center (FSCC) Analyst – L2 Job Title: Field Service Command Center Analyst – L2 Department: Field Service Operations / Command Center Experience: 1-3 Yrs Location: Global Delivery / 24x7 Operations Role Summary: Responsible for supporting centralized Field Service Command Center operations, including monitoring, dispatch coordination, incident handling, and vendor/technician engagement. The role ensures proactive issue detection, timely response, and seamless coordination across field services ecosystem. Key Responsibilities: Command Center Monitoring & Operations: • Perform real-time monitoring of field service operations, alerts, and ticket queues. • Identify, analyze, and respond to incidents and service disruptions. • Ensure proactive detection of issues through monitoring tools and dashboards. • Follow SOPs and runbooks for incident resolution and escalation. Incident & Ticket Management: • Handle L2 escalations for field service incidents and service requests. • Perform initial troubleshooting and coordinate with L3/Resolver groups when required. • Ensure timely ticket updates, documentation, and closure as per SLA. • Analyze recurring tickets and highlight potential problem areas. Dispatch Coordination: • Coordinate dispatch activities for field technicians and vendors. • Assign tickets based on priority, geography, and skill requirements. • Track dispatch status and ensure timely resolution of onsite issues. • Act as central point of coordination between service desk, vendors, and field teams. Vendor & Technician Coordination: • Engage with field service vendors and technicians for issue resolution. • Ensure SLA adherence and track vendor response/performance. • Escalate delays or issues to appropriate stakeholders. Governance & Reporting: • Monitor SLAs, KPIs, and operational metrics (MTTR, response time, dispatch TAT). • Generate reports and dashboards for operations tracking and service improvement. • Maintain operational documentation and knowledge base. Collaboration & Shift Operations: • Work in a 24x7 command center environment with global teams. • Ensure proper shift handovers and communication across regions. • Collaborate with Service Desk, Infrastructure, and Application teams. Skills & Qualifications: • Experience in Command Center / NOC / Field Service Operations. • Knowledge of monitoring tools and ITSM platforms (ServiceNow, Remedy, etc.). • Understanding of incident management and escalation handling. • Strong coordination and communication skills. • Ability to handle high-pressure situations and multitask. Key Competencies: • Real-time Monitoring & Incident Handling • Dispatch Coordination • Vendor & Technician Engagement • SLA & KPI Compliance • Operational Excellence

Other Requirements

NA

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