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Job Title: Service Delivery Coordinator – IT InfrastructureLocation: Chennai / Bangalore / PuneShift: 5:00 PM IST – 5:00 AM IST (US Time Zone Support)Department: Service Delivery / OperationsReports To: Service Delivery Manager / Program ManagerAbout TECEZETECEZE is a global Managed Services and IT Solutions provider, delivering end-to-end technology services across Infrastructure, Networks, Cybersecurity, Cloud, and End User Computing. We support customers across the USA, UK, and Europe, ensuring high-availability and secure IT operations.Role OverviewWe are looking for Service Delivery Coordinators to support our USA region customers during the night shift (5 PM – 5 AM IST). The role is responsible for coordinating and tracking IT infrastructure projects and BAU service delivery across Networks, Servers, Storage, and End User Computing, including the large-scale deployment and coordination of field engineers at customer sites.You will act as the central point of contact between customers, internal technical teams, and field engineers to ensure timely, high-quality service delivery.Key Responsibilities1. Service Delivery & Coordination- Coordinate day-to-day delivery of IT services for US-based customers across multiple time zones. - Manage work orders, tickets, and service requests related to: - Network (LAN/WAN/Wi-Fi, routers, switches, firewalls) - Servers (Windows/Linux), Virtualization - Storage & Backup - End User Computing (desktops, laptops, printers, peripherals) - Ensure SLAs, OLAs, and customer commitments are met and escalations are handled proactively. - Track incidents from logging to closure, ensuring regular updates to stakeholders.2. Project & Deployment Coordination- Coordinate IT infrastructure rollout and refresh projects (e.g., hardware refresh, new site setup, migrations). - Plan and schedule large-scale deployments of field engineers for on-site activities (installations, upgrades, troubleshooting). - Prepare and share deployment plans, engineer rosters, and site schedules. - Ensure pre-requisites (access, hardware readiness, change approvals) are in place before deployment.3. Field Engineer Management- Assign, brief, and coordinate with on-site field engineers across multiple locations in the USA. - Track engineer check-ins, work progress, and closure with proper documentation (site reports, sign-offs, photos, etc.). - Validate work completion against scope and update systems accordingly.4. Stakeholder & Customer Communication- Act as a coordination point between customers, internal NOC/Support teams, vendors, and field engineers. - Provide timely updates on incident status, project milestones, and planned activities. - Participate in customer review calls, internal status meetings, and change review boards as required.5. Operational Governance & Reporting- Prepare and maintain daily/weekly/monthly reports (SLA performance, ticket volumes, deployment status, pending activities). - Maintain documentation: SOPs, process workflows, runbooks, and project trackers. - Support continuous improvement of service delivery processes and tools.Required Skills & Experience- Total Experience: 3–7 years in Service Delivery / IT Coordination / Project Coordination roles. - Domain Experience: - Exposure to IT Infrastructure environments – Networks, Servers, Storage, End User Computing. - Experience coordinating on-site / field engineer activities for multiple customer locations. - Experience handling US or international customers is highly preferred. - Technical Understanding (Coordinator level): - Basic understanding of: - Network components: routers, switches, access points, firewalls - Server & virtualization environment (Windows/Linux, VMs) - Storage, backup jobs, NAS/SAN basics - End user computing: OS issues, hardware replacement, peripheral support - Ability to understand technical tickets and route them to the right teams. - Tools & Processes: - Experience with ITSM / ticketing tools (e.g., ServiceNow, JIRA, ManageEngine, etc.). - Familiar with ITIL processes (Incident, Change, Problem, Request Management). - Strong skills in MS Excel, PowerPoint, and documentation. - Soft Skills: - Excellent communication skills (spoken and written English) for US client interactions. - Strong coordination, follow-up, and ownership mindset. - Ability to work in a high-volume, time-sensitive environment. - Strong attention to detail and organizational skills.#teceze #itservices