IT Vendor Management & IT Asset Management Support Job Sears Holdings Corporation

Sears Holdings Corporation is the leading home appliance retailer as well as a leader in tools, lawn and garden, fitness equipment and automotive repair and maintenance.


Position : IT Vendor Management & IT Asset Management Support Officer


Location : Pune, Maharashtra,India

Job Description :

• Manages customer and vendor escalations to resolution
• Work on and manage the hardware support tickets
• Identifies areas of process improvement for SHC and the vendors
• Improves Maintenance Support processes
• Supports audits related to SLAs and depot stock levels
• Interfaces with other Systems Management process teamsmanagers as required
• Help create and review reports with service performance of vendors
• Reviews all vendor report discrepancies

• Manage depot stock inventory
• Reviews depot inventory for variances with Asset Mgmt database records
• Works with other business units and store operations on information and reports
• Sends emails regarding Non-Returned devices to be charge back
• Manages and tracks supportbackup data for charge backs
• Reviews and helps manage aging tickets assigned to the vendors and help resolve ticket resolution issues with vendors and their systems
• Updates the Asset Management database as needed to reflect asset changes made by the maintenance support vendors
• Assist with streamlining processes and procedures and finding additional cost savings.
• Help manage receiving discrepancies at the depots and work through resolution
• Review, identify and work with vendors to get co-terminus support quotes for warranty devices

Job Requirements :

• Good understanding of Hardware Maintenance Support process, policies and procedures
• Proficient with Microsoft Excel
• Proficient with MS Outlook
• Ability to recognize trends
• Ability to perform analysis and apply results to process improvement
• Ability to follow procedures and identify when changes are required
• Good oral and written communication skills
• Good conflict management skills
• Ability to monitor and manage progress of tasks
• Ability to identify problems and note trends
• Good analytical and planning skills
• Ability to be able to manage escalations through to resolution
• Experience of 4 - 9 yrs in the related field.
• 4+ years in IT Vendor Management support
• Minimum of 1 year experience in Retail
• Minimum of 4 years in Information Technology
• ITIL v3 Foundations education
• Any Graduate / Post graduate can apply

Reference Id : priyanka.choudhary@searshc.com