Role Summary / Job Purpose

Manage day-to-day depot and logistics operations for the Bangalore site, ensuring secure asset handling, accurate inventory control, timely inbound and outbound shipments, device preparation and dispatch, reverse logistics, and adherence to defined operational, customer and quality requirements. The role acts as a key operational point of contact between depot technicians, logistics partners, backend/service teams, customers and internal leadership, with accountability for service delivery, process compliance, documentation and continuous improvement.

Key Responsibilities

• Own daily depot operations including receiving, put-away, inventory control, picking, staging, dispatch and reverse logistics activities.
• Plan and coordinate inbound and outbound shipments with courier, freight and logistics partners, ensuring accurate documentation, tracking and timely delivery.
• Supervise device preparation activities including configuration, imaging, quality checks, asset identification and dispatch readiness in accordance with approved customer SOPs.
• Maintain accurate WMS / asset records and reconcile physical inventory against system records; investigate and resolve stock variances, missing assets and disposition mismatches.
• Review operational tickets and work requests to ensure complete information, correct routing, clear handoffs and timely closure; coordinate with backend teams when information or approvals are missing.
• Ensure every outbound device passes the applicable pre-dispatch quality gate, including device/serial verification, required technical artifacts, user documentation, packaging and shipment evidence.
• Manage reverse logistics, RMA / return movements and deprovisioned equipment, ensuring returned assets are received, identified, recorded and moved to the appropriate disposition or repair status.
• Monitor depot KPIs, shipment performance, inventory accuracy, ageing, exceptions and customer-impacting incidents; provide regular operational reporting to management.
• Lead and coach depot technicians / coordinators, allocate work based on workload and priority, and conduct refresher training to reinforce SOP compliance and quality standards.
• Drive continuous improvement by identifying recurring operational issues, reducing avoidable errors, strengthening controls and coordinating corrective actions with relevant stakeholders. 10. Required Skills • Strong depot, warehouse and IT asset logistics operations knowledge.
• Working knowledge of IT hardware lifecycle processes including receiving, staging, deployment, returns, repair and retirement.
• Strong understanding of inventory control, stock reconciliation, serial-number tracking and chain-of-custody practices.
• Good knowledge of domestic and international shipping, courier coordination, shipment tracking and logistics documentation.
• Ability to interpret and enforce SOPs, customer-specific processes, SLAs and operational controls.
• Strong analytical and problem-solving skills with the ability to manage multiple priorities and exceptions.
• Good written and verbal communication skills with confidence in customer-facing and cross-functional interactions.
• Team leadership, workload allocation, coaching and performance follow-up skills.
• Strong attention to detail, ownership mindset and ability to work under time-sensitive operational conditions.

Tools / Systems / Technical Knowledge

• Warehouse Management System (WMS) / inventory management platforms.
• IT Service Management / ticketing platforms such as ServiceNow or equivalent.
• Microsoft 365, particularly Excel, Outlook, Teams and PowerPoint.
• Asset management / CMDB tools and serial-number based inventory tracking.
• Knowledge of endpoint deployment and device lifecycle processes; familiarity with Windows imaging, Intune / Autopilot and macOS enrollment is preferred.
• Courier / logistics portals and shipment tracking systems.
• Ability to interpret operational dashboards, KPI reports and inventory reconciliation reports.

Decision-Making Authority

• Prioritize depot workload, allocate available resources and coordinate technician activities within agreed operational priorities.
• Place a shipment on hold when mandatory technical, documentation, inventory or quality checks are incomplete.
• Resolve routine inventory, shipment and operational exceptions within approved SOPs and commercial / process limits.
• Select the appropriate operational workflow or escalation path based on ticket, asset and customer requirements.
• Escalate exceptions involving customer impact, material financial exposure, security, compliance, major inventory discrepancies or SLA risk to the appropriate manager.
• Influence cross-functional teams on process adherence and operational corrective actions; major commercial commitments remain subject to management approval.

Problem-Solving Complexity

The role handles predominantly moderate to complex operational problems involving inventory discrepancies, shipment exceptions, device readiness, customer-specific requirements, competing priorities and crossfunctional dependencies. The position is expected to independently investigate routine and moderately complex issues, identify root causes, apply approved corrective actions and escalate ambiguous or high-impact situations with a clear summary of facts, impact and recommended next steps.

Stakeholder Management / Influence

• Internal: Depot technicians, logistics coordinators, service desk / backend teams, field services, procurement, finance, IT and regional operations leadership.
• External: Customers, courier / freight partners, warehouse vendors, OEM / repair partners and other service providers.
• Acts as an operational point of contact for depot and logistics matters and may participate in customer calls, service reviews and escalation discussions.
• Builds effective working relationships across functions to ensure timely ticket handoffs, shipment execution, asset recovery and issue resolution.
• Influence level: individual contributors, peers, cross-functional teams, vendors and operational leadership; customer-facing when required.

Education & Certification Requirements

• Minimum: Bachelor's degree or diploma in Logistics, Supply Chain, Operations, IT, Business Administration or a related discipline.
• Preferred: Certification or formal training in supply chain / warehouse management, IT asset management, ITIL or related operational disciplines.
• Any role-specific safety, security, customer or regulatory training required for the depot must be completed as applicable.

Experience Requirements

• Typically 5–8 years of relevant experience in depot, warehouse, IT asset management, logistics or managed services operations, with experience in a supervisory / team-lead capacity.
• Experience managing IT hardware such as laptops, desktops, monitors, networking equipment, servers, accessories and spare parts is preferred.
• Hands-on experience with inventory management, WMS / CMDB / ITSM tools, shipping coordination and reverse logistics.
• Experience working with enterprise customers, logistics partners and cross-functional technical teams.
• Experience in KPI / SLA management, operational reporting, incident / exception management and continuous improvement.