Field Tech Senior Associate

NTT DATA, Inc.; Bengaluru; On-site; INR 420,000 - 600,000; Full time

Job summary

NTT DATA is seeking a Dispatch Coordinator in Bengaluru to manage daily technician schedules, coordinate with internal and partner teams, and ensure SLA compliance. You will serve as a liaison across field staff and service teams, escalating complex issues and guiding resolutions.

The role requires ITIL-informed processes, hands-on ITSM tool usage (ServiceNow, Remedy), and ability to work in a 24x7 shift environment. NTT DATA emphasizes reliable support and customer-focused service delivery.

Qualifications

• 1-3 years of experience in EUC/End-User Computing support.
• Experience in ITIL process-based environment.
• Hands-on experience with ITSM tools like ServiceNow, Remedy.

Responsibilities

• Create daily schedules for technicians and assign tasks based on availability and SLA.
• Maintain constant communication with field staff and service teams.
• Act as escalation point for onsite technicians and guide resolutions in End User Support.

Skills

EUC Support

ITIL processes

Remote operations experience

Shift work experience

Tools

ServiceNow

Remedy

Job description

Job Description: Dispatch Coordinator

We are currently seeking a Field Tech Senior Associate to join our team in Bengaluru, Karnātaka (IN-KA), India (IN).

Roles and Responsibilities

• Scheduling and Dispatching:Create daily schedules for technicians and work with Internal / Partner teams to ensure activities per SLA. Assign tasks, tickets and work orders to appropriate personnel based on availability and priorities. Ensure that the right resources are deployed for each task


• Communication: Maintain constant communication with field staff, and service teams


• Technical: Act as an escalation point of contact for Onsite Technicians and guide to resolution on complex issues in End User Support. Relay real-time information, instructions, and updates to ensure smooth operations


• Customer Service:Handle customer inquiries, requests, and complaints related to delivery of services. Provide customers with accurate information about resolution times and updates and engage the right personnel to ensure resolution


• Documentation and Record-Keeping:Maintain & Update ITSM Records in a timely manner. Verify and record completed tasks and service reports


• Emergency Response:Provide contingency support to help resolve issues on priority. Coordinate emergency responses to address unexpected situations


• Quality Assurance:Ensure that services meet quality and ITIL standards. To ensure that contractual metrices like SLAs and KPIs are met, review IT contractual service catalogues to ensure that services are delivered in line with scope


• Escalation Management:Assists in escalation management of issues raised in the field.

Requirements

• 1-3 years of experience in EUC Support on Windows, Office & Desktop \\ Laptop Hardware


• Experience in ITIL Process Based Environment


• Hands-on experience with ITSM Tools like Service Now, Remedy etc


• Has supported a team delivering IT Services in remote operations


• Exposure to Vendor Management and Infrastructure Change Requests is an added plus


• Required to work in 24X7 Shift Based Environment

About NTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners. NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D.

Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in-office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees. NTT DATA recruiters will never ask for payment or banking information and will only use @nttdata.com, @nttdatafed.com and @talent.nttdataservices.com email addresses. If you are requested to provide payment or disclose banking information, please submit a contact us form, https://us.nttdata.com/en/contact-us .

NTT DATA endeavors to make https://us.nttdata.com accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact us at https://us.nttdata.com/en/contact-us .

This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .

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