Service Dispatcher

As a Resource Coordinator (Service Dispatcher) at Manayat Tech Park in Bangalore, your role is crucial in aligning field service technicians and engineers with customer needs. You will be responsible for planning, scheduling, and assigning resources with the appropriate skills for network-related service requests, technical troubleshooting, on-site support, and project-based deployments. Your primary roles and responsibilities include: - Dispatch & Scheduling - Manage real-time dispatch of infrastructure/network technicians and engineers. - Match resource skills and availability with customer service demands across U.S. time zones (EST & Central). - Coordinate with FSO Managers, SDO Managers, and Project Managers for resource planning and workload distribution. - Maintain an online database, track all databases, and streamline processes for customers. - Service Operations & Tool Management - Utilize ServiceNow for service ticket tracking, task assignments, and dispatch workflows. - Maintain accurate resource schedules and assignments in internal systems. - Input and track relevant service data in SAP and internal tools for billing and tracking accuracy. - Billing & Documentation - Coordinate with billing teams for timely invoicing based on dispatched services. - Collect and verify required paperwork deliverables during and after the dispatch process. - Operational Planning - Analyze demand and backlog data to plan upcoming dispatch needs proactively. - Maintain a talent/resource database for resource availability and quality alignment. - Balance resource supply and demand while considering skills, experience, geography, and cost efficiency. - Process Execution & Improvement - Apply and uphold Commercial Services PMO standards and dispatch coordination processes. - Support continuous improvement initiatives by streamlining scheduling and dispatch operations. Your skills and abilities should include: - Strong understanding of dispatch operations, service coordination, or resource scheduling. - Hands-on experience with ServiceNow and SAP for resource management and ticketing. - Proficiency in MS Office Suite and familiarity with Adobe. - Strong organizational skills, attention to detail, and effective communication. - Ability to prioritize tasks, manage multiple assignments, and meet deadlines independently. Preferred experience includes working in IT services, network infrastructure, or field support environments, exposure to resource planning, capacity management, and service delivery tracking, as well as familiarity with scheduling field engineers or technicians based on technical skills and service SLAs. Qualifications: - Required Education Level: High School Diploma or equivalent. - Area of Study / Degree: Certifications (Required or Preferred). - Experience utilizing ServiceNow's resource management capability is desirable. - Flexibility to support time-sensitive dispatch requirements is essential. - Minimum Total Work Experience: 3-5 years. - Resource Coordination Experience: 2 years (preferred but not mandatory). Experience with ServiceNow is highly desirable for this role.,