KocharTech
Website:
kochartech.com
Job details:
Company Description
KocharTech, founded in Amritsar, Punjab, has grown into a leading Indian Digital Transformation architect specializing in AIoT, SaaS, and BPM solutions. Serving over 500 million customers globally and managing more than 4 billion transactions, KocharTech offers cutting-edge digital engagement products. With 5,000+ employees, five advanced delivery centers, and operations across 20+ countries, the company provides intelligent and scalable solutions to Fortune 100 companies and other top global clients. Renowned for transforming businesses through innovation in AI, IoT, ML, and AR, KocharTech bridges the gap between humans and technology, empowering organizations to embark on successful digital transformation journeys. Its portfolio includes platforms like Maxicus, Knowmax, Leapmax, Devicemax, and IGZY.
Role Description
- Lead and manage the Vendor Manager team, ensuring smooth coordination between field engineers, vendors, and internal stakeholders.
- Ensure timely closure of service tickets as per defined SLA timelines, with a strong focus on reducing repeat visits, escalations and TAT improvement.
- Monitor daily SLA performance, ticket ageing and service delays and drive corrective actions proactively.
- Review and analyze performance dashboards and generate daily/weekly/monthly SLA and service delivery reports.
- Strong client communication & relationship management to ensure high service standards and quick escalation handling.
- Process improvement initiatives to enhance overall service delivery and operational efficiency.
- Conduct RCA (Root Cause Analysis) for failures and ensure corrective and preventive actions are implemented.
- Coordinate with internal departments such as CRM, Project team, Command Centre, and Technical support.
- Guide, train and evaluate vendor managers & field teams for productivity, discipline and quality adherence.
- Ensure compliance with operational standards, safety guidelines and company policies.
Skills and Qualifications
- Proven experience in Operations / Vendor Management / Service Delivery.
- Strong knowledge of SLA Management, field service operations & service lifecycle.
- Analytical mindset with strong Excel & MIS reporting capability.
- Ability to handle pressure, prioritize tasks and manage multiple stakeholders.
- Strong leadership & people management skills.
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