Support Service Coordinator-mcal

4 days ago


Noida, India Iron Systems Full time

As a Support Service Coordinator (MCAL), you will be responsible for managing and handling Vendors and their
- Field Service engineers, ensuring their availability for various programs they're onboarded for. It also includes
- ensuring Worker assignment on every case/Work order, Escalation handling and keeping cross functional
- teams updated about the progress and final outcome.
- Should have hands on coordination experience with Vendors and their Workers or with direct workers. Also
- responsible for timely reporting to management about daily, weekly, quarterly, and monthly performance figures.**Company Overview**:

- Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such
- as network servers, storage, OEM/ODM appliances & embedded systems. For more than 15 years, customer have
- trusted us for our innovative problem solving combined with holistic design, engineering, manufacturing,
- logistic and global support services.**Scope Of Work**
- Doing a monthly availability check with all the vendors of onboarded engineers and keep the portal updated.
- Raise request with onboarding team in case of unavailability of approved/onboarded engineers.
- Ensuring the Worker status is up to date on the Portal.
- Working closely with Incident management team to secure the approved/registered engineers for a particular
- project and according to the date of activity.
- On-Call Participation with cross functional teams.
- Closing/creating relevant tickets on portal.
- Creating New requisition where replacement is required.
- Providing support to Incident tickets raised by Incident management team by coordinating with vendors.

**Required Skills**:

- Excellent Communication
- Teamwork
- Problem solving
- Strong Escalation Handling
- Incident Handling
- Should have worked on ticketing portal (Ticketmaster, ServiceNow, SFDC, Freshdesk, Zendesk, Jira etc.)
- Risk Mitigation


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