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Job Title:Service Delivery Coordinator – IT Infrastructure Location:Chennai / Bangalore / Pune Shift:5:00 PM IST – 5:00 AM IST (US Time Zone Support) Department:Service Delivery / Operations Reports To:Service Delivery Manager / Program ManagerAbout TECEZE TECEZE 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 Overview We are looking forService Delivery Coordinatorsto support ourUSA regioncustomers during thenight shift (5 PM – 5 AM IST) . The role is responsible for coordinating and tracking IT infrastructure projects and BAU service delivery acrossNetworks, Servers, Storage, and End User Computing , including thelarge-scale deployment and coordination of field engineersat 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 Responsibilities 1. Service Delivery & Coordination Coordinate day-to-day delivery of IT services for US-based customers across multiple time zones. Managework orders, tickets, and service requestsrelated 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 CoordinateIT infrastructure rollout and refresh projects(e.g., hardware refresh, new site setup, migrations). Plan and schedulelarge-scale deployments of field engineersfor 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 withon-site field engineersacross 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 betweencustomers, 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 maintaindaily/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 inService Delivery / IT Coordination / Project Coordinationroles. Domain Experience: Exposure toIT Infrastructure environments– Networks, Servers, Storage, End User Computing. Experience coordinatingon-site / field engineeractivities for multiple customer locations. Experience handlingUS or international customersis 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 withITSM / ticketing tools(e.g., ServiceNow, JIRA, ManageEngine, etc.). Familiar withITIL processes(Incident, Change, Problem, Request Management). Strong skills inMS Excel, PowerPoint, and documentation . Soft Skills: Excellentcommunication skills(spoken and written English) for US client interactions. Strongcoordination, follow-up, and ownershipmindset. Ability to work in ahigh-volume, time-sensitiveenvironment. Strongattention to detailandorganizational skills .#teceze #itservices