Administrator (Support & Operations)

HCL Technologies Limited; Madurai District; On-site; INR 600,000 - 900,000; Full time

Job summary

HCL Technologies Limited in India seeks an IT operations coordinator focused on HAM + Order Management Tool administration/development. You will drive dispatch, user coordination, OEM/vendor liaison, warehouse activities, CMDB updates, and process governance across sites and geographies.

The role demands ITSM tooling experience (ServiceNow/Remedy/Cherwell), ITIL Foundation is preferred, and strong communication and stakeholder management to improve SLA adherence and service delivery.

Qualifications

• Solid knowledge of ITSM processes and ITIL practices.
• Experience in dispatch coordination, vendor management, warehouse operations, or IT asset management.
• Proficiency with ITSM tools such as ServiceNow, Remedy, Cherwell, or equivalent.
• Strong CMDB, configuration management, and asset lifecycle understanding.
• Excellent communication, coordination, and stakeholder management skills.
• Analytical mindset for reporting, data interpretation, and operational decisions.
• Ability to handle escalations and drive SLA compliance with vendors.
• MS Office tools (Excel/PowerPoint/Outlook) for reporting.
• Mentor junior team members and contribute to process improvement initiatives.

Responsibilities

• Dispatch partner coordination end-to-end, ticket assignments, and service delivery.
• User coordination for hardware delivery, replacement, repair, and collection across sites.
• OEM/vendor coordination for warranty, repair, and support with SLA monitoring.
• Warehouse coordination for stock planning, inbound/outbound, and returns processing.
• CMDB updation and asset management governance, audits, and data integrity.
• Ticket and process governance for incidents, service requests, and work orders.

Skills

ITSM processes

Vendor management

Dispatch coordination

CMDB concepts

Stakeholder management

Data reporting

MS Office proficiency

Mentoring teammates

Education

ITIL Foundation certification

Tools

ServiceNow

Remedy

Cherwell

Excel

Job description

Job Summary : HAM + Order Management Tool Administration/Development

Key Responsibilities

• 1. Dispatch Partner Coordination
  • • Own and manage end-to-end coordination with dispatch partners and field engineers for ticket assignments and service delivery execution.
  • • Monitor and govern dispatch SLA compliance, identify recurring breaches, and drive corrective actions with partners.
  • • Review open queues, aging tickets, and backlog reports; take proactive measures to prevent SLA breaches.
  • • Serve as the first point of escalation for dispatch delays, resource gaps, and partner performance issues.
  • • Prepare and present dispatch performance dashboards and trend analysis to operations leadership.
  • • Collaborate with dispatch partners on resource planning for high-volume periods, refresh programs, and special projects.
  • • Define and refine dispatch SOPs and ensure partners adhere to agreed processes and quality standards.
• 2. User Coordination
  • • Lead end user communication for hardware delivery, replacement, repair, and collection activities across multiple sites or geographies.
  • • Manage complex user coordination scenarios including bulk deployments, refresh rollouts, and executive device handling.
  • • Ensure proactive communication of ticket status, delivery timelines, and service disruptions to users and stakeholders.
  • • Drive user satisfaction (CSAT) by maintaining high standards in communication quality and service closure protocols.
  • • Handle escalated user complaints and ensure timely resolution with appropriate communication and follow-through.
  • • Prepare user communication templates, FAQs, and coordination playbooks for E1 team members.
• 3. OEM / Vendor Coordination
  • • Manage OEM relationships with vendors such as HP, Dell, Lenovo, and authorized service partners for warranty, repair, and support activities.
  • • Monitor OEM SLAs, repair turnaround times, and parts availability; elevate to vendor account managers for unresolved issues.
  • • Conduct periodic vendor review calls and track OEM performance metrics for reporting to operations management.
  • • Coordinate bulk warranty claims, advance hardware replacement (AHR), and NBD (Next Business Day) service coordination.
  • • Maintain an updated vendor contact matrix and escalation paths for all active OEM partnerships.
  • • Identify patterns in OEM failures or delays and recommend vendor-level corrective actions.
• 4. Warehouse Coordination
  • • Oversee hardware movement between warehouse, end users, OEM service centers, and field locations with end-to-end accountability.
  • • Coordinate with warehouse teams for stock planning, inbound receipts, outbound dispatch, and returns processing.
  • • Drive accuracy of inventory reconciliation, ensuring physical stock aligns with system records.
  • • Support large-scale refresh, deployment, and decommissioning programs in coordination with warehouse and logistics partners.
  • • Identify warehouse process gaps, propose improvements, and implement corrective actions for faster throughput.
  • • Ensure compliance with documentation standards for all asset movements — GRN, challan, transfer notes, and disposal records.
• 5. CMDB Updation & Asset Management
  • • Ensure timely and accurate CMDB updates for all asset events — allocation, swap, return, transfer, repair, and disposal.
  • • Perform periodic CMDB audits and reconciliations; identify and resolve data discrepancies in collaboration with the asset management team.
  • • Govern asset lifecycle data integrity including ownership, location, configuration status, and warranty information.
  • • Validate CI (Configuration Item) relationships in the CMDB and flag anomalies for resolution.
  • • Generate CMDB health reports, data quality metrics, and asset aging reports for management review.
  • • Guide and review E1 team members in CMDB update accuracy and process compliance.
  • • Collaborate with ITSM and CMDB leads to align discovery data with manually managed asset records.
• 6. Ticket & Process Governance Manage and review incident, service request, and work order queues; ensure proper categorization, prioritization

Skill Requirements

• • Solid knowledge of ITSM processes and frameworks; ITIL Foundation certification preferred.
• • Proven experience in dispatch coordination, vendor management, warehouse operations, or IT asset management.
• • Proficiency with ITSM tools such as ServiceNow, Remedy, Cherwell, or equivalent platforms.
• • Strong understanding of CMDB concepts, configuration management, and asset lifecycle processes.
• • Excellent communication, coordination, and stakeholder management skills.
• • Analytical mindset with the ability to generate reports, interpret data, and drive operational decisions.
• • Demonstrated ability to handle escalations, manage vendor relationships, and drive SLA compliance.
• • Proficiency in MS Office tools (Excel, PowerPoint, Outlook) for reporting and operational communication.
• • Ability to mentor junior team members and contribute to process improvement initiatives.

Other Requirements

• • Solid knowledge of ITSM processes and frameworks; ITIL Foundation certification preferred.
• • Proven experience in dispatch coordination, vendor management, warehouse operations, or IT asset management.
• • Proficiency with ITSM tools such as ServiceNow, Remedy, Cherwell, or equivalent platforms.
• • Strong understanding of CMDB concepts, configuration management, and asset lifecycle processes.
• • Excellent communication, coordination, and stakeholder management skills.
• • Analytical mindset with the ability to generate reports, interpret data, and drive operational decisions.
• • Demonstrated ability to handle escalations, manage vendor relationships, and drive SLA compliance.
• • Proficiency in MS Office tools (Excel, PowerPoint, Outlook) for reporting and operational communication.
• • Ability to mentor junior team members and contribute to process improvement initiatives.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.