Shift Coordinator

Job Profile: Shift Coordinator

Company Name: Logicon Facility Management Pvt Ltd

Job Role Type: Contractual (no fixed duration but the payroll is managed by third party)

Principal Client: Data Center in Airoli, Navi Mumbai

Department: Operations

Reports to: Shift Managers

Location: Navi Mumbai

Education: Bachelor's Degree or Diploma in Electrical / Mechanical / Electronics & Communication

Add. Qualifications: ITIL Foundation certification is a significant advantage

Overall Experience:3-5 years of experience in a Service Help Desk, Call Center, Network Operations Center (NOC), or similar customer-facing communication role

DC Specific Exp: Strong preference for experience within the IT, Data Center, Telecom, or Managed Services industries

1. Role Purpose:

The Executive - Service Help Desk (Communication) serves as the primary central point of contact and communication hub for all operational activities, incidents, and service requests within a 24/7 mission-critical data center environment. This role is responsible for ensuring timely, accurate, professional, and consistent information flow between internal operations teams, external clients, vendors, and management. The Executive will play a crucial role in maintaining transparency and managing expectations during critical events and routine service delivery.

2. Key Responsibilities:

• Incident Communication Management: 
• Act as the central communication point during all operational incidents (e.g., power outages, cooling system failures, network disruptions, security breaches).
• Disseminate real-time incident updates, status reports, and resolution notifications to predefined internal stakeholders (NOC, Facility Operations, Security, IT Support) and external clients via various channels (email, SMS, conference bridge calls) following established communication protocols and escalation matrices.
• Ensure all communications are clear, concise, accurate, and adhere to service level agreements (SLAs) for incident notification.

• Service Request & Ticketing System Management: 
• Receive, log, categorize, and prioritize all incoming service requests (e.g. remote hands requests, service queries, routine checks) from clients and internal teams via phone, email, and the ticketing system.
• Create and meticulously update incident and service request tickets in the designated platform (e.g., ServiceNow, Jira, or similar). Ensure all relevant information is captured accurately.
• Assign tickets to the appropriate operational teams (e.g., Mechanical, Electrical , Security, IT Support) for resolution, adhering to defined routing rules and escalation paths.
• Monitor ticket progress, follow up with resolution teams, and ensure timely updates are provided to stakeholders.
• Client & Stakeholder Communication: 
• Handle inbound and outbound communication with data center clients regarding service status, planned maintenance schedules, incident updates, and general operational queries.
• Provide polite, professional, and accurate responses to client inquiries, escalating complex issues to appropriate technical or client management teams.
• Manage client expectations regarding response and resolution times.
• Internal Coordination & Escalation: 
• Coordinate effectively with various internal operations teams to gather information, provide updates, and facilitate efficient issue resolution.
• Act as the first line of escalation for communication issues or delays, ensuring adherence to internal communication SOPs.
• Facilitate communication between shifts during handover to ensure seamless continuity of operations and incident awareness.
• Reporting & Documentation: 
• Prepare comprehensive daily shift handover reports, summarizing key incidents, service requests, and communication activities during the shift.
• Assist in generating incident summary reports, post-incident reviews (PIRs), and other communication-related metrics.
• Maintain and update communication contact lists, escalation matrices, and standard operating procedures (SOPs) for help desk communication functions.
• Basic Monitoring & Alerting (as required): 
• May involve basic monitoring of communication channels, dashboards, or alerting systems to proactively identify potential communication needs.

3. Key Deliverables:

• Timely & Accurate Incident Communication: Dissemination of critical incident updates to all relevant internal and external stakeholders within defined SLAs.
• Efficient Service Request Management: Prompt and accurate logging, categorization, and routing of all incoming service requests.
• Well-Maintained Ticketing System Records: Comprehensive and updated incident and service request tickets with clear communication logs.
• Professional Client & Internal Communication: Consistent delivery of polite, professional, and clear information.
• Accurate Shift Handover Reports: Comprehensive summary of shift activities, incidents, and outstanding communication tasks.
• Contribution to Reduced Incident Resolution Times: Through effective and proactive communication and coordination.

4. Required Skills & Competencies:

• Communication & Interpersonal Skills:
• Exceptional written and verbal communication skills in English. Ability to articulate complex technical information clearly and concisely to both technical and non-technical audiences.
• Fluency in Hindi is essential for effective communication within the Indian context. Proficiency in other major Indian regional languages (e.g., Marathi) is highly desirable.
• Strong active listening skills and the ability to empathize with callers/clients.
• Professional telephone etiquette and strong email communication skills.
• Ability to remain calm, composed, and effective in high-pressure or critical incident situations.

• Customer Service Orientation:
• Proven track record of delivering excellent customer service.
• Strong problem-solving attitude with a focus on client satisfaction.
• Ability to manage client expectations effectively.
• Technical Aptitude & Knowledge:
• Basic understanding of data center operations (e.g., power, cooling, Safety and Security)
• Understanding of IT Service Management (ITSM) concepts and ITIL processes.
• Tools & Systems Proficiency:
• Proficiency in using ITSM ticketing systems (e.g., ServiceNow, Jira Service Management, Freshservice, BMC Remedy).
• Strong proficiency in MS Office Suite, particularly Outlook (email management), Word (reporting), and Excel (basic data tracking).
• Experience with communication tools (e.g., conference call bridges, mass notification systems).
• Work Ethic & Personal Attributes:
• Ability to work effectively in a 24/7 shift-based environment, including nights, weekends, and holidays.
• High attention to detail and accuracy in logging information and communication.
• Reliable, punctual, and highly organized.
• Team player with a collaborative attitude.

5. Internal and External Stakeholders:

• Internal Stakeholders:
• Shift Managers (Direct Reporting Manager): For daily guidance, performance review, incident updates, and issue escalation.
• BMS & CCTV Control Room Team: For incident information and coordination.
• Facility Operations Team (Electrical, Mechanical, FFP, ELV): For data center infrastructure incident information and service request coordination.
• Security Team: For physical security incident information and access control requests.
• Senior Management: During major incidents for high-level updates and strategic decisions.
• External Stakeholders:
• Data Center Clients / Customers: The primary recipients of incident updates, service status, and responses to queries.
• Vendors / Third-Party Service Providers: For coordinating support, maintenance, or specific technical assistance.
• Utility Providers (occasionally): For external power supply related communication, if required during major outages.

6. Key Performance Indicators (KPIs):

• Communication Efficiency & Timeliness: 
• Incident Notification Time (Compliance %): Percentage of critical incident notifications sent within defined SLA targets.
• Average Handle Time (AHT) for Inbound/Outbound Communication: Efficiency of handling calls and communications.
• % Compliance with Communication Protocols: Adherence to defined communication templates, escalation paths, and frequencies.

• Service Request & Ticketing Management: 
• % of Tickets Accurately Logged: Accuracy of information captured in the ITSM system.
• % of Service Requests Routed Correctly: Efficiency in assigning tickets to the right teams on first attempt.
• Ticketing System Update Timeliness: Promptness in updating tickets with communication logs and status.

• Client Satisfaction: 
• Client Satisfaction Score (CSS) for Communication: Feedback from clients on clarity, timeliness, and professionalism of communication during incidents and service requests.
• Reduction in Communication-Related Client Complaints: Lower number of complaints specifically about lack of communication or misinformation.
• Operational Support: 
• Accuracy & Completeness of Shift Handover Reports: Quality of information passed between shifts.
• Contribution to Incident Resolution (Indirect): Positive feedback from operational teams on effective communication facilitating faster resolution.
• Adherence to SOPs: 
• % Compliance with Communication SOPs: Adherence to standard operating procedures for all communication activities.

• 5. Qualification Required: Diploma/Degree in Electrical/Mechanical/Civil Engineering with minimum 2 years of experience in facility management industry or project (for civil only).
•  Data center background would be added advantage.

• 6. Salary: - up to 30% hike on existing salary (maximum 6 LPA can be offered which includes PF, Mediclaim etc)

• 7. Location: - Airoli, Navi Mumbai 

• 8. Shift Hours: - 8 hours shift (Rotational shift 24*7)

• 9. Notice Period: - immediate joiner would be preferred but we are okay with 1 months’ notice period candidates too.