Senior Engineer - Desk Side Services, AMT Asset Management Software

Job Summary

Field Service Command Center (FSCC) Analyst – L2 Job Title: Field Service Command Center Analyst – L2 Department: Field Service Operations / Command Center Experience: 1-3 Yrs Location: Global Delivery / 24x7 Operations Role Summary: Responsible for supporting centralized Field Service Command Center operations, including monitoring, dispatch coordination, incident handling, and vendor/technician engagement. The role ensures proactive issue detection, timely response, and seamless coordination across field services ecosystem. Key Responsibilities: Command Center Monitoring & Operations:

• Perform real-time monitoring of field service operations, alerts, and ticket queues.
• Identify, analyze, and respond to incidents and service disruptions.
• Ensure proactive detection of issues through monitoring tools and dashboards.
• Follow SOPs and runbooks for incident resolution and escalation.

Incident & Ticket Management:

• Handle L2 escalations for field service incidents and service requests.
• Perform initial troubleshooting and coordinate with L3/Resolver groups when required.
• Ensure timely ticket updates, documentation, and closure as per SLA.
• Analyze recurring tickets and highlight potential problem areas. Dispatch Coordination:
• Coordinate dispatch activities for field technicians and vendors.
• Assign tickets based on priority, geography, and skill requirements.
• Track dispatch status and ensure timely resolution of onsite issues.
• Act as central point of coordination between service desk, vendors, and field teams.

Vendor & Technician Coordination:

• Engage with field service vendors and technicians for issue resolution.
• Ensure SLA adherence and track vendor response/performance.
• Escalate delays or issues to appropriate stakeholders.

Governance & Reporting:

• Monitor SLAs, KPIs, and operational metrics (MTTR, response time, dispatch TAT).
• Generate reports and dashboards for operations tracking and service improvement.
• Maintain operational documentation and knowledge base.

Collaboration & Shift Operations:

• Work in a 24x7 command center environment with global teams.
• Ensure proper shift handovers and communication across regions.
• Collaborate with Service Desk, Infrastructure, and Application teams.

Skills & Qualifications:

• Experience in Command Center / NOC / Field Service Operations.
• Knowledge of monitoring tools and ITSM platforms (Service Now, Remedy, etc.).
• Understanding of incident management and escalation handling.
• Strong coordination and communication skills.
• Ability to handle high-pressure situations and multitask. Key Competencies:
• Real-time Monitoring & Incident Handling • Dispatch Coordination • Vendor & Technician Engagement • SLA & KPI Compliance • Operational Excellence

Key Responsibilities

Field Service Command Center (FSCC) Analyst – L2 Job Title: Field Service Command Center Analyst – L2 Department: Field Service Operations / Command Center Experience: 1-3 Yrs Location: Global Delivery / 24x7 Operations Role Summary: Responsible for supporting centralized Field Service Command Center operations, including monitoring, dispatch coordination, incident handling, and vendor/technician engagement. The role ensures proactive issue detection, timely response, and seamless coordination across field services ecosystem. Key Responsibilities: Command Center Monitoring & Operations:

• Perform real-time monitoring of field service operations, alerts, and ticket queues.
• Identify, analyze, and respond to incidents and service disruptions.
• Ensure proactive detection of issues through monitoring tools and dashboards.
• Follow SOPs and runbooks for incident resolution and escalation.

Incident & Ticket Management:

• Handle L2 escalations for field service incidents and service requests.
• Perform initial troubleshooting and coordinate with L3/Resolver groups when required.
• Ensure timely ticket updates, documentation, and closure as per SLA.
• Analyze recurring tickets and highlight potential problem areas. Dispatch Coordination:
• Coordinate dispatch activities for field technicians and vendors.
• Assign tickets based on priority, geography, and skill requirements.
• Track dispatch status and ensure timely resolution of onsite issues.
• Act as central point of coordination between service desk, vendors, and field teams.

Vendor & Technician Coordination:

• Engage with field service vendors and technicians for issue resolution.
• Ensure SLA adherence and track vendor response/performance.
• Escalate delays or issues to appropriate stakeholders.

Governance & Reporting:

• Monitor SLAs, KPIs, and operational metrics (MTTR, response time, dispatch TAT).
• Generate reports and dashboards for operations tracking and service improvement.
• Maintain operational documentation and knowledge base.

Collaboration & Shift Operations:

• Work in a 24x7 command center environment with global teams.
• Ensure proper shift handovers and communication across regions.
• Collaborate with Service Desk, Infrastructure, and Application teams.

Skills & Qualifications:

• Experience in Command Center / NOC / Field Service Operations.
• Knowledge of monitoring tools and ITSM platforms (Service Now, Remedy, etc.).
• Understanding of incident management and escalation handling.
• Strong coordination and communication skills.
• Ability to handle high-pressure situations and multitask. Key Competencies:
• Real-time Monitoring & Incident Handling • Dispatch Coordination • Vendor & Technician Engagement • SLA & KPI Compliance • Operational Excellence

Skill Requirements

Field Service Command Center (FSCC) Analyst – L2 Job Title: Field Service Command Center Analyst – L2 Department: Field Service Operations / Command Center Experience: 1-3 Yrs Location: Global Delivery / 24x7 Operations Role Summary: Responsible for supporting centralized Field Service Command Center operations, including monitoring, dispatch coordination, incident handling, and vendor/technician engagement. The role ensures proactive issue detection, timely response, and seamless coordination across field services ecosystem. Key Responsibilities: Command Center Monitoring & Operations:

• Perform real-time monitoring of field service operations, alerts, and ticket queues.
• Identify, analyze, and respond to incidents and service disruptions.
• Ensure proactive detection of issues through monitoring tools and dashboards.
• Follow SOPs and runbooks for incident resolution and escalation.

Incident & Ticket Management:

• Handle L2 escalations for field service incidents and service requests.
• Perform initial troubleshooting and coordinate with L3/Resolver groups when required.
• Ensure timely ticket updates, documentation, and closure as per SLA.
• Analyze recurring tickets and highlight potential problem areas. Dispatch Coordination:
• Coordinate dispatch activities for field technicians and vendors.
• Assign tickets based on priority, geography, and skill requirements.
• Track dispatch status and ensure timely resolution of onsite issues.
• Act as central point of coordination between service desk, vendors, and field teams.

Vendor & Technician Coordination:

• Engage with field service vendors and technicians for issue resolution.
• Ensure SLA adherence and track vendor response/performance.
• Escalate delays or issues to appropriate stakeholders.

Governance & Reporting:

• Monitor SLAs, KPIs, and operational metrics (MTTR, response time, dispatch TAT).
• Generate reports and dashboards for operations tracking and service improvement.
• Maintain operational documentation and knowledge base.

Collaboration & Shift Operations:

• Work in a 24x7 command center environment with global teams.
• Ensure proper shift handovers and communication across regions.
• Collaborate with Service Desk, Infrastructure, and Application teams.

Skills & Qualifications:

• Experience in Command Center / NOC / Field Service Operations.
• Knowledge of monitoring tools and ITSM platforms (Service Now, Remedy, etc.).
• Understanding of incident management and escalation handling.
• Strong coordination and communication skills.
• Ability to handle high-pressure situations and multitask. Key Competencies:
• Real-time Monitoring & Incident Handling • Dispatch Coordination • Vendor & Technician Engagement • SLA & KPI Compliance • Operational Excellence

Other Requirements

NA