Team Lead

Net Access India Limited; Jaipur; On-site; INR 550,000 - 950,000; Full time

Job summary

Net Access India Limited is seeking a Service Operations Manager to oversee regional incident, service request, and escalation handling across the Jaipur region. The role requires coordinating with field engineers, OEMs, vendors, and support teams to ensure timely resolution and SLA compliance.

The candidate will manage asset movements, CMDB accuracy, vendor performance, and reporting, driving continuous improvement through ITIL-aligned processes and stakeholder communication.

Responsibilities

• Monitor and manage incident, service request, and escalation queues for the assigned region.
• Ensure all tickets are assigned and resolved within agreed SLA timelines.
• Coordinate with field engineers, OEM partners, and support teams for issue resolution.
• Conduct daily reviews of open, overdue, and escalation calls.
• Track critical incidents and provide timely updates to stakeholders.
• Monitor asset allocation, deallocation, and movement activities.
• Ensure CMDB and asset inventory records are updated accurately.
• Coordinate asset dispatch, replacement, repair, and damage management processes.
• Follow up on pending asset recoveries and branch-level asset compliance.
• Coordinate with field engineers to ensure effective call handling and productivity.
• Monitor engineer attendance, leaves, and backup arrangements.
• Support manpower planning and resource allocation across locations.
• Escalate manpower shortages and operational risks to management.
• Coordinate with OEMs, ISPs, and third-party vendors for issue resolution.
• Track vendor performance and escalation closure timelines.
• Ensure timely follow-up on pending parts, quotations, and replacements.
• Prepare daily, weekly, and monthly operational reports.
• Track SLA performance, aging calls, engineer productivity, and service metrics.
• Present operational updates during review meetings.
• Maintain records of escalations, RCA reports, and service improvements.
• Act as the primary point of contact between branches, users, vendors, and management.
• Communicate service updates and escalations professionally.
• Ensure customer satisfaction through timely follow-up and issue resolution.
• Ensure adherence to ITIL processes and organizational policies.
• Support internal audits and compliance requirements.
• Identify process gaps and recommend continuous improvement initiatives.

Job description

Role & responsibilities

Service Operations Management

• Monitor and manage incident, service request, and escalation queues for the assigned region.
• Ensure all tickets are assigned and resolved within agreed SLA timelines.
• Coordinate with field engineers, OEM partners, and support teams for issue resolution.
• Conduct daily reviews of open, overdue, and escalation calls.
• Track critical incidents and provide timely updates to stakeholders.

Asset Management

• Monitor asset allocation, deallocation, and movement activities.
• Ensure CMDB and asset inventory records are updated accurately.
• Coordinate asset dispatch, replacement, repair, and damage management processes.
• Follow up on pending asset recoveries and branch-level asset compliance.

Team Coordination

• Coordinate with field engineers to ensure effective call handling and productivity.
• Monitor engineer attendance, leaves, and backup arrangements.
• Support manpower planning and resource allocation across locations.
• Escalate manpower shortages and operational risks to management.

Vendor Management

• Coordinate with OEMs, ISPs, and third-party vendors for issue resolution.
• Track vendor performance and escalation closure timelines.
• Ensure timely follow-up on pending parts, quotations, and replacements.

Reporting & MIS

• Prepare daily, weekly, and monthly operational reports.
• Track SLA performance, aging calls, engineer productivity, and service metrics.
• Present operational updates during review meetings.
• Maintain records of escalations, RCA reports, and service improvements.

Stakeholder Management

• Act as the primary point of contact between branches, users, vendors, and management.
• Communicate service updates and escalations professionally.
• Ensure customer satisfaction through timely follow-up and issue resolution.

Compliance & Process Adherence

• Ensure adherence to ITIL processes and organizational policies.
• Support internal audits and compliance requirements.
• Identify process gaps and recommend continuous improvement initiatives.