NC
AMC Operations Lead
NR Consulting - India
- 🇮🇳 India
- On-site
- Staff / Principal
- 1 day ago
- Excel
1 day ago
Not enough detail in this posting to match
Location: G.Noida
Exp: 3+ yrs
Job Description:
Role Overview
We are looking for an experienced AMC Operations Lead to manage large-scale, pan-India IT infrastructure maintenance and field service operations for enterprise customers. The candidate must have hands-on experience managing high-volume service tickets, coordinating geographically distributed field engineers and service partners, maintaining state-wise service coverage, and ensuring timely ticket resolution within defined SLAs.
Key Responsibilities
1. Manage end-to-end operations for a large-scale, pan-India IT AMC project.
2. Handle daily ticket volumes of at least 70–80 tickets at the overall operations level, with a focus on timely assignment and closure.
3. Maintain and continuously update a state-wise and city-wise database of field engineers, service partners, vendors and backup resources.
4. Ensure appropriate engineer allocation based on ticket location, technical skills, SLA commitments and availability.
5. Identify service coverage gaps and onboard new local service partners wherever required.
6. Monitor open tickets, ageing, SLA breaches, repeat calls, pending approvals and closure performance.
7. Drive daily operational reviews and maintain accurate MIS reports and dashboards.
8. Manage escalations and coordinate with customers, engineers, vendors and internal teams.
9. Monitor partner performance, engineer productivity, service quality and cost per ticket.
10. Establish backup arrangements for locations where the primary engineer or service partner is unavailable.
Mandatory Requirements
• 3+ years of relevant experience in IT infrastructure AMC, field service operations or enterprise service delivery.
• Demonstrated experience managing high-volume, multi-location service operations.
• Practical knowledge of state-wise and city-wise engineer allocation and partner management.
• Experience with ticketing tools, SLA tracking, ageing reports and operational dashboards.
• Strong vendor coordination, escalation management and problem-solving skills.
• Proficiency in Excel and MIS reporting.
• Willingness to work onsite at our Noida office five days a week.
Preferred Experience
Experience with large enterprise AMC, OEM warranty, telecom, banking, retail or nationwide IT support projects.
Key Performance Indicators
• Ticket assignment and closure within SLA.
• Reduction in overdue and ageing tickets.
• Engineer availability and geographic coverage.
• Partner response time and service quality.
• First-time resolution and repeat-ticket reduction.
• Daily ticket throughput and operational reporting accuracy.
Application Requirement: Candidates should mention the scale of operations managed, average daily ticket volume, geographic coverage, number of active service partners and experience with nationwide engineer coordination
AMC Operations Lead · NR Consulting - India