Lead Technical Global Field Operations

Unisys; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Unisys is seeking a seasoned Global Field Operations professional in Bengaluru to manage escalated client inquiries and engineer utilization. The role requires coordinating with clients, stakeholders, and leadership to resolve complex issues while ensuring accurate reporting and documentation.

You will drive root cause analysis of recurring problems and lead standardized process improvements through established change control. Training and guidance to team members may be provided.

Qualifications

• High School Diploma or GED required.
• May require technical certification or Associate Degree.
• Generally, 4-6 years’ experience in area of responsibility.

Responsibilities

• Provides the highest level of support for escalated client or Field Services inquiries.
• Manages and tracks engineer utilization.
• Resolves difficult client and Field Services questions and complaints.
• Reviews Field Engineer ticket assignments and scheduling.
• Acts as liaison between clients, stakeholders and leadership.
• Ensures records and reports are accurate and up to date.
• Works with leadership on trends and root cause analysis of recurring issues.
• Leads centralized process improvement initiatives through change control processes.
• Assists in training new Global Field Operations team members.

Skills

Escalated support

Client liaison

Root cause analysis

Process improvement

Change control

Team coordination

Education

High School Diploma or GED

Technical Certification

Associate Degree

Job description

What success looks like in this role:• Ensures the highest level of support for escalated client and/or Field Services inquiries. • Manages and tracks dedicated engineer utilization. • Resolves difficult and often unique client and/or Field Services questions and complaints. • Reviews Field Engineer ticket assignments and scheduling. • Serves as liaison between clients, various departmental stakeholders and leadership. • Ensures that appropriate records, required reports and related administrative functions are accurate and up to date. • Works with leadership to understand trends and perform root cause analysis of recurring issues and systemic problems. • Defines and leads the implementation of Global Field Operations centralized / standardized process improvement initiatives through established change control processes. • May assist in training new Global Field Operations team members and provide ongoing support and guidance to existing team members.You will be successful in this role if you have:High School Diploma or GED required May require technical certification or Associate Degree Generally, 4-6 years’ experience in area of responsibilityUnisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail] . US job seekers can find more information about Unisys’ EEO commitment here .