Engineer - Program & Project Management (164510)

Job Summary

Job Responsibilities

• 1. Dispatch Partner Coordination • Coordinate with dispatch partners and field engineers for ticket assignments and service delivery. • Track dispatched cases and ensure adherence to agreed Service Level Agreements (SLAs). • Monitor open queues and follow up on pending dispatch activities proactively. • Escalate delays or service risks to the appropriate stakeholders in a timely manner. • Maintain dispatch status updates in the ticketing system and ensure accurate logging. • Generate dispatch summary reports and share updates with team leads and operations management. 2. User Coordination • Act as the primary point of contact for end users regarding hardware delivery, replacement, repair, and collection activities. • Schedule user appointments for onsite support, device swaps, and hardware refresh programs. • Communicate ticket updates, delivery schedules, and service status to users in a timely and professional manner. • Gather user confirmations, acknowledgements, and satisfaction feedback at service closure. • Ensure a positive user experience through proactive and clear communication throughout the service lifecycle. • Maintain records of user interactions and coordination activities for audit and reporting purposes. 3. OEM / Vendor Coordination • Coordinate with OEMs such as HP, Dell, Lenovo, and authorized service partners for warranty cases and repair activities. • Track OEM service requests, repair status, and parts availability through the service lifecycle. • Arrange spare parts delivery and OEM engineer visits as required for onsite repairs. • Follow up with vendors regularly to ensure timely resolution and SLA compliance. • Maintain accurate records of all warranty claims, repair cases, and OEM escalations. • Support vendor performance tracking and highlight recurring issues to the operations team. 4. Warehouse Coordination • Coordinate with warehouse teams for stock availability, shipment processing, asset receipt, and return logistics. • Track hardware movement between warehouse, end users, OEMs, and onsite support locations. • Support inventory reconciliation, hardware refresh programs, and bulk deployment activities. • Ensure proper documentation of asset issuance, returns, and transfers in relevant systems. • Assist in managing logistics activities and device lifecycle including disposal and decommission processes. • Communicate with warehouse teams to confirm dispatch readiness and shipment status for all service activities. 5. CMDB Updation & Asset Management • Update CMDB records accurately for asset allocation, device swaps, returns, and disposals. • Maintain asset inventory accuracy including ownership, location, and assignment information. • Validate serial numbers, asset tags, physical locations, and user mappings in the CMDB. • Perform regular audits of asset records to ensure data integrity and compliance. • Support asset lifecycle tracking, reporting, and data cleansing activities. • Collaborate with the IT asset management team to align CMDB data with ground-level inventory. 6. Ticket & Documentation Management • Update incidents, service requests, and work orders in ITSM tools such as ServiceNow, Remedy, or similar platforms. • Maintain operational documentation, activity logs, and process records. • Generate daily/weekly status reports and share with the operations team as required. • Ensure closure notes, supporting documentation, and evidence are complete and accurate for all service activities.