Role Summary

This role is responsible for managing end-to-end field operations across the assigned APAC region, ensuring effective coordination, technician engagement, and service delivery excellence. The position plays a critical role in maintaining SLA adherence, optimizing engineer utilization, and acting as the primary bridge between field engineers, GSC, PMs, and support functions.

Key Responsibilities

• Lead regional coordination and ensure timely engineer coverage and on-site arrival for all assigned tickets
• Manage onboarding, training, utilization tracking, and performance monitoring of field engineers
• Ensure accurate dispatch alignment in coordination with GSC and other stakeholders
• Act as first-level escalation point and ensure timely resolution to maintain service quality
• Monitor FFA tool and ensure all tickets are actively tracked and closed within SLA
• Validate L1 EUC activities including OS installation, imaging, driver updates, and basic hardware troubleshooting
• Support L1 network troubleshooting including LAN connectivity, patching, IP configuration, and switch port validation
• Oversee physical server activities such as racking, cabling, power checks, and basic health validation
• Coordinate Wi-Fi/AP installations including mounting, cabling, and initial connectivity checks
• Ensure technical readiness before dispatch (scope clarity, tools, prerequisites)
• Review FET closures for quality, completeness, and compliance (photos, remarks, validations)
• Identify recurring operational/technical issues and drive improvements in SOPs and training
• Maintain strong communication with TA, Finance, PMs, and SDMs for smooth operations and resource planning

Required Skills

Technical Skills:

• Ensure field engineers perform L1 EUC activities such as OS installation, imaging/re-imaging, driver updates, and basic hardware troubleshooting
• Validate and support basic network troubleshooting including LAN connectivity, patching, IP configuration, and switch port checks
• Oversee physical server handling activities like racking/unracking, cabling, power connectivity, and basic health status validation
• Coordinate and ensure proper execution of Wi-Fi/AP installations, including mounting, cabling, and initial connectivity checks
• Verify technical readiness before dispatch, ensuring engineers understand scope, tools, and prerequisites for EUC, Network, Server, or Wi-Fi tasks
• Act as L1 technical reviewer, validating ticket updates, closure quality, and correctness before escalating to L2/L3 teams
• Monitor and ensure accurate FET closures, including proper documentation, photos, validation steps, and remarks
• Identify and highlight recurring technical issues, driving improvements in SOPs, documentation, and training
• Drive L1 technical capability development, ensuring engineers are trained on standard field activities and troubleshooting steps
• Enforce quality, compliance, and SOP adherence across all field operations to maintain consistent service delivery standards
• Strong data handling and reporting skills (Excel, PowerPoint)

Functional Skills:

• Strong coordination and stakeholder management
• Excellent communication and problem-solving abilities
• Ability to manage escalations and work under pressure
• High ownership and accountability
• Lead regional coordination and manage field engineers effectively
• Oversee onboarding, training, utilization, and performance tracking
• Ensure timely dispatch alignment in coordination with GSC
• Manage escalations and maintain service delivery quality
• Collaborate with TA, Finance, and FSMs for smooth operations

 Tools / Systems / Technical Knowledge

• FFA Tool (Field Force Automation)
• ServiceNow / Ticketing Tools
• Microsoft Excel, PowerPoint
• Basic networking and hardware tools understanding

Decision-Making Authority

• Ability to assign and manage engineer deployment within region
• Prioritize tickets based on urgency and SLA impact
• Take decisions on L1 issue handling and escalation to L2/L3
• Manage day-to-day operational adjustments to ensure delivery continuity