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Regional coordinator ( FM & Infrastructure ) - Retail

Keywords / Skills : Regional Coordinator, FM & Infrastructure, ITIL, IT infrastructure, Retail, Outlet, new store rollout

5 - 10 years
Posted: 2019-01-22

IT/Computers - Hardware & Networking
Retail Chains
Other Retail Chains/Shops
Any graduate
Job Type
Billing rate:
6.00 - 9.00 lacs
per year
Posted On
22nd Jan 2019
Job Description
• Experience:

 5+ years of FM & Infrastructure services experience with strong knowledge related to Infrastructure.

 Experience in Retail IT domain will be an added advantage.

• Skills Required:

1. The educational qualification of Regional coordinator shall be BE/B-Tech/Diploma/ BCA/MCA/BSc Computers/Electronics. However, candidates with other degree/diploma with exceptional skill sets will be considered on a case to case basis. It is mandatory that the identified persons shall have 5 years of work experience, preferably 1 year of managerial experience in FM & Infrastructure services.

2. Should be well versed with MS-Office and should be aware of basic ITIL concepts.

3. Candidate need to be aware of basic Desktop operations / Windows Server 2000 / 2003 / 2008 operating systems. Should be well versed with MS-Office.

4. Experience in configuring, infrastructure devices (Switch/Router/ WiFi / Network printers) testing and troubleshooting.

5. Should be capable of quick grasping and Technical understanding.

• The candidate is expected to have the following competencies:

 Must possess good communication skills and should be able to escalate issue or technical problems as instructed.

 Should be patient and cool to handle the day to day activities.

 Shall have good conduct and behaviour and gain customer confidence.

 Be Responsible and dependable for all the activities under the scope of this project.

 Should be self-driven. Adhere to the schedules and procedures of the project.

 Should have very good leadership skills.

 Should have risk assessment and risk management skills.

 Should have very good client relationship management skills.

 Good communications skills – Ability to articulate clearly in English (both verbal and written communication).

 Ability to work in a team driven environment under stringent targets.

 Good Analytical, Problem Solving Skills and Interpersonal Skills.

The specific responsibilities of the Regional Coordinator are:

 Liaison with Regional FEs and project manager

 Responsible for onsite visit of FEs for Preventive Maintenance, Service Requests, New store rollout plans and Mothballing

 Facilitate project rollout in the region.

 Ensure the deployment of skilled FEs in regions

 Closely monitor the activities against plan and take necessary corrective actions

 Day-to-day interaction with the Field Support, Retail Service Desk Team, Vendor Management Lead and Configuration Management Lead.

 Escalate matters to the Field Operations Manager requiring immediate attention

 Develop expertise in Retail Business application / Infrastructure and associated Hardware to guide the regional team and provide solutions towards any problems faced by them.

 Monitor web queues (Pending / High Ageing / Escalated calls from Business / client) and call assignment to team.

 Perform performance review of Retail Field Team to achieve the required level of productivity.

 Meeting the SLA Targets and comply to the agreed SLA for ticket resolution

 Identify Knowledge update/training requirements of the team

 Need to focus on Knowledge management.

 Implement continuous process improvement initiatives

 Provide specialized knowledge in specific aspects of a Service or in relevant technical areas of interest.

 Ensure efficient flow of Problem tickets through Problem Management process. Provide Business analyst perspective to the recurring incidents and help in RCA of the problems.

 Develop roster for Field team and maintain shift schedule to cover the service window and perform workforce management.

 Ensure process and policy adherence. Focused effort to improve process to enable efficient flow of tickets (Tier 1/Tier 2).

 Enhance the service levels with continuous service improvement.

 Ensure process and policy adherence of Field team.

 Coordinate with Vendor Management Lead, Asset Management Lead and regional coordinators

 Escalate matters requiring management intervention to Field Operations Manager and Program Manager.

 Ensuring policies, processes and standard are followed in Field operations.

 Designing and implementing new processes and policies as suggested by Field Operations Manager and Reliance Retail IT Management.

About Company

Client is an American multinational information technology company, specialized in developing and manufacturing computing, data storage, and networking hardware, designing software and delivering services. It developed and provided a wide variety of hardware components as well as software and related services to consumers, small- and medium-sized businesses (SMBs) and large enterprises, including customers in the government, health and education sectors.

Major product lines included personal computing devices, enterprise and industry standard servers, related storage devices, networking products, software and a diverse range of printers and other imaging products.
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