Engineer - Program & Project Management

Job Summary

Job Summary : E1 - Dispatch & Logistics Coordinator / Onsite Support Coordinator

Job Description : The E1 Dispatch & Logistics Coordinator provides operational coordination support for onsite IT service delivery by managing dispatch activities, coordinating with end users, OEM vendors, warehouse partners, and maintaining asset/CMDB records. The role ensures smooth execution of hardware replacement, repair, refresh, logistics, and field support activities while maintaining accurate inventory and service records across the organization.

Key Responsibilities

Job Responsibilities : 1. Dispatch Partner Coordination

• Coordinate with dispatch partners and field engineers for ticket assignments and service delivery.
• Track dispatched cases and ensure adherence to agreed Service Level Agreements (SLAs).
• Monitor open queues and follow up on pending dispatch activities proactively.
• Escalate delays or service risks to the appropriate stakeholders in a timely manner.
• Maintain dispatch status updates in the ticketing system and ensure accurate logging.
• Generate dispatch summary reports and share updates with team leads and operations management. 2. User Coordination
• Act as the primary point of contact for end users regarding hardware delivery, replacement, repair, and collection activities.
• Schedule user appointments for onsite support, device swaps, and hardware refresh programs.
• Communicate ticket updates, delivery schedules, and service status to users in a timely and professional manner.
• Gather user confirmations, acknowledgements, and satisfaction feedback at service closure.
• Ensure a positive user experience through proactive and clear communication throughout the service lifecycle.
• Maintain records of user interactions and coordination activities for audit and reporting purposes. 3. OEM / Vendor Coordination
• Coordinate with OEMs such as HP, Dell, Lenovo, and authorized service partners for warranty cases and repair activities.
• Track OEM service requests, repair status, and parts availability through the service lifecycle.
• Arrange spare parts delivery and OEM engineer visits as required for onsite repairs.
• Follow up with vendors regularly to ensure timely resolution and SLA compliance.
• Maintain accurate records of all warranty claims, repair cases, and OEM escalations.
• Support vendor performance tracking and highlight recurring issues to the operations team. 4. Warehouse Coordination
• Coordinate with warehouse teams for stock availability, shipment processing, asset receipt, and return logistics.
• Track hardware movement between warehouse, end users, OEMs, and onsite support locations.
• Support inventory reconciliation, hardware refresh programs, and bulk deployment activities.
• Ensure proper documentation of asset issuance, returns, and transfers in relevant systems.
• Assist in managing logistics activities and device lifecycle including disposal and decommission processes.
• Communicate with warehouse teams to confirm dispatch readiness and shipment status for all service activities. 5. CMDB Updation & Asset Management
• Update CMDB records accurately for asset allocation, device swaps, returns, and disposals.
• Maintain asset inventory accuracy including ownership, location, and assignment information.
• Validate serial numbers, asset tags, physical locations, and user mappings in the CMDB.
• Perform regular audits of asset records to ensure data integrity and compliance.
• Support asset lifecycle tracking, reporting, and data cleansing activities.
• Collaborate with the IT asset management team to align CMDB data with ground-level inventory. 6. Ticket & Documentation Management
• Update incidents, service requests, and work orders in ITSM tools such as ServiceNow, Remedy, or similar platforms.
• Maintain operational documentation, activity logs, and process records.
• Generate daily/weekly status reports and share with the operations team as required.
• Ensure closure notes, supporting documentation, and evidence are complete and accurate for all service activities.

Skill Requirements

Skill Requirement :

• Knowledge of IT Service Management (ITSM) processes and frameworks (ITIL Foundation preferred).
• Basic understanding of hardware lifecycle management and IT asset management concepts.
• Hands-on experience or familiarity with ticketing tools such as ServiceNow, Remedy, Matrix42, or similar ITSM platforms.
• Good communication and interpersonal skills for effective stakeholder coordination.
• Strong attention to detail and accuracy in documentation and data management.
• Familiarity with CMDB structure and inventory management concepts.
• Ability to multitask and work effectively in a fast-paced operational environment.
• Basic proficiency in MS Office tools (Excel, Outlook, Word) for reporting and communication.

Other Requirements

Other Requirement :

• Graduate in any discipline; IT-related qualification preferred (B.Sc. IT, BCA, B.Tech, Diploma in IT, etc.).
• 0-2 years of experience in IT support, service desk operations, dispatch coordination, logistics, or asset management.
• ITIL Foundation certification is an added advantage.