Senior Field Technician Coordinator

NTT DATA Global Delivery Services Ltd; Bengaluru; On-site; INR 700,000 - 1,100,000; Full time

Job summary

NTT DATA Global Delivery Services Ltd in Bengaluru, India is seeking a Field Tech Senior Associate to coordinate field technicians, manage dispatches, and maintain service quality in line with SLAs.

The role emphasizes scheduling, escalation handling, customer communication, and ITSM record-keeping, with a focus on End User Support and efficient incident resolution.

Qualifications

• 3-5 years of experience in EUC Support on Windows, Office and Desktop/Laptop Hardware.
• Experience in ITIL process-based environments.
• Hands-on experience with ITSM tools like ServiceNow, Remedy, etc.

Responsibilities

• Scheduling and dispatching field technicians to meet SLAs.
• Act as escalation point for onsite technicians and guide resolutions.
• Maintain real-time communication with customers, technicians and service teams.
• Document and update ITSM records and service reports.
• Coordinate emergency responses and ensure quality and ITIL standards are met.

Skills

EUC Support

Windows

Office

Desktop Hardware

Tools

ServiceNow

Remedy

Job description

Field Tech Senior Associate Req ID: 392361 NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. We are currently seeking a Field Tech Senior Associate to join our team in Bangalore, Karnātaka (IN-KA), India (IN).

Field Technician Dispatch Coordinator is responsible for efficiently scheduling, coordinating, and supporting field technicians to ensure timely service delivery and high customer satisfaction. This role serves as the central communication point between customers, field technicians, dispatch partners and internal teams, ensuring that service requests and incident tickets are prioritized, dispatched, tracked, and resolved according to company standards and service‑level agreements (SLAs).

Role 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.
• Depot Management: Ensure that stocks are maintained in depot and coordination with Vendor.
• Escalation Management: Assists in escalation management of issues raised in the field.

Requirements

• 3-5 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 ServiceNow, Remedy etc.
• Has supported a team delivering IT Services in remote operations.
• Excellent written & spoken English skills.
• Additional Skills:
  • ITIL Certification.
  • Ability to create and document processes.
  • Proficiency with Excel.
  • Experience using AI tools.

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 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.

Experience Level

Mid Level