Sr Engineer - Customer Service Operations (Customer Service Operations) - B2201_2

Asset Manager

• Manage the hardware assets move, add, change and delete on requests in the asset repository
• Maintain historic data relating to asset move, adds, changes and deletions
• Provision of regular standard IT Asset Hardware reports
• On-going Data to be maintained
• Manage hardware inventory tracking and other in scope sites through IMAC process.
• Physical Visit tracking
• Periodic site audits to ensure that hardware tracking data is accurate and report
• Reconcile and resolve detected deviations in hardware asset repository data in accordance with documented business rules
• Manage hardware asset exceptions manually in accordance with agreed upon hardware asset management business rules
• Experience on bar Code tagging on Assets
• Record information like configuration details, for example: - Make, model, serial number, asset ID, install date, location, warranty and AMC, purchase information, CI information for all the in scope IT assets.

Purpose - Broad objective of the role

• Hands on Experience on Asset Management Workflow & experience on recommending workflow changes
• Record IMAC details for the in-scope IT assets and the asset inventory tool will be updated with all the changes undergone for all the devices with historical data including registering with asset discovery tool.

Size and Scope of Role - No. of direct reports

• Registration of new assets acquired as per the standard classification, nomenclature and codification norms
• Highlight discrepancies to CUSTOMER representative so that relevant corrective action can be taken by CUSTOMER IT team
• Co-ordinate for Yearly physical inventory check verification & Monthly Asset reconciliation
• Registration of new assets acquired as per the standard classification, nomenclature and codification norms provided by CUSTOMER
• Coordinating with CUSTOMER Finance team for data reconciliation between Finance Records and IT records of Asset management
• Intimate AMC for the devices on a yearly basis and keeps CUSTOMER informed about the devices, which are under warranty and AMC.
• Take charge of material delivered at site, maintain inventory, configure machines, and deliver to the requestor.
• Identify, control, record, report, audit and verify service assets and configuration items
• Monthly MIS on Asset Management. Provide accurate reports to auditors as and when requested
• Ensure the integrity of the assets and configurations required to control the services and IT infrastructure by establishing and maintaining an accurate and complete configuration management system
• Adhere to compliance requirements of Customer
• Full lifecycle management of IT and service assets, from the point of acquisition through to disposal.
• Problem Analysis on the Asset Category which are going under repair or recurring failures
• Support in disposal of assets after end of lifecycle such as data deletion
• Ensure Tag assets with 100% accuracy while  assets are getting  installed at respective location.

Size and Scope of Role - Total team size

Minimum qualification & experience

• BE/BTech/Diploma 3-5 + Years of experience in relevant field

Other knowledge/skills

Knowledge of IT Environment         
Basic understanding of End user, Asset, Inventory for Enterprise Customer
Excellent Knowledge of Asset & Inventory management 
Excellent co-ordination skills
Proficient in Asset management Module 
 

Key Responsibilities

• Taking ownership of customer issues reported, solving their problems through by providing resolution.
• Researching, diagnosing, troubleshooting, identifying solutions to resolve system/application issues.
• Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Ensure SLA are achieved and work proactively to maintain the same.

Technical Competencies

Knowledge / Skills