Position : IT Vendor Management & IT Asset Management Support Officer
Location : Pune, Maharashtra,India
Job Description :
- Manages customer and vendor escalations to resolution
- Work on and manage the hardware support tickets
- Identifies areas of process improvement for SHC and the vendors
- Improves Maintenance Support processes
- Supports audits related to SLAs and depot stock levels
- Interfaces with other Systems Management process teamsmanagers as required
- Help create and review reports with service performance of vendors
- Reviews all vendor report discrepancies
- Manage depot stock inventory
- Reviews depot inventory for variances with Asset Mgmt database records
- Works with other business units and store operations on information and reports
- Sends emails regarding Non-Returned devices to be charge back
- Manages and tracks supportbackup data for charge backs
- Reviews and helps manage aging tickets assigned to the vendors and help resolve ticket resolution issues with vendors and their systems
- Updates the Asset Management database as needed to reflect asset changes made by the maintenance support vendors
- Assist with streamlining processes and procedures and finding additional cost savings.
- Help manage receiving discrepancies at the depots and work through resolution
- Review, identify and work with vendors to get co-terminus support quotes for warranty devices
Job Requirements :
- Good understanding of Hardware Maintenance Support process, policies and procedures
- Proficient with Microsoft Excel
- Proficient with MS Outlook
- Ability to recognize trends
- Ability to perform analysis and apply results to process improvement
- Ability to follow procedures and identify when changes are required
- Good oral and written communication skills
- Good conflict management skills
- Ability to monitor and manage progress of tasks
- Ability to identify problems and note trends
- Good analytical and planning skills
- Ability to be able to manage escalations through to resolution
- Experience of 4 - 9 yrs in the related field.
- 4+ years in IT Vendor Management support
- Minimum of 1 year experience in Retail
- Minimum of 4 years in Information Technology
- ITIL v3 Foundations education
- Any Graduate / Post graduate can apply
Reference Id : priyanka.choudhary@searshc.com