Qureos Mentor

Inter Prompt Global

Responsibilities:<ul><li>Provide first- and second-line remote technical support for desktops, laptops, printers, mobile devices, and network connectivity to Field Engineers and end-users.</li><li>Diagnose, troubleshoot, and resolve hardware, software, and network-related issues with Field Engineers to ensure minimal downtime and seamless operations.</li><li>Guide on-site technicians through step-by-step troubleshooting, hardware replacement, and configuration tasks.</li><li>Receive and analyze log files to identify root causes and create detailed action plans for resolution.</li><li>Assist in the installation, configuration, and maintenance of operating systems, applications, and security updates to keep systems secure and up to date.</li><li>Manage user accounts, access permissions, and system security controls to safeguard data and maintain compliance.</li><li>Support IT infrastructure, including servers, cloud platforms, and VPN connectivity, ensuring reliable performance and availability.</li><li>Document incidents, resolutions, and technical procedures to build a robust knowledge base for the team.</li><li>Prepare Root Cause Analysis (RCA) reports for recurring or critical issues.</li><li>Provide feedback and escalate unresolved issues to internal teams or vendors for further investigation.</li><li>Train and mentor engineers on troubleshooting techniques, tools, and best practices to enhance team capabilities.</li><li>Share knowledge and updates on emerging technologies, tools, and company processes.</li><li>Coordinate and oversee project tasks, ensuring alignment with timelines, deliverables, and client expectations.</li><li>Collaborate with on-site teams, technical teams, clients, and vendors to support successful project outcomes.</li><li>Maintain strong, professional, and positive relationships with clients by providing timely updates and clear communication.</li><li>Prioritize and manage multiple open tickets and tasks, ensuring efficient issue handling and resolution.</li></ul>Mandatory Requirements:<ul><li>Bachelor's degree in computer engineering, Networking, Telecommunication or relevant degree from a reputed university or institute</li><li>2 to 3 years of experience of working in a similar role</li><li>Strong technical skills network, system and problem-solving abilities</li><li>Excellent communication skills</li></ul>Preferred Requirements:<ul><li>Certifications/ Training like CCNA, MCP, MCSA are a plus.</li><li>Experience with servers, cloud, or virtualization.</li><li>Knowledge of firewalls, VPNs, and Security basics.</li><li>Familiarity with ticketing systems is a plus.</li><li>Strong documentation</li></ul>Job Type: Full-timeWork Location: In person

Senior IT Support Engineer

Core Purpose:Owns time-bound project execution for IT services engagements (infrastructure rollouts, data center migrations, structured cabling, wireless surveys, and field engineering deployments). Responsible for delivering projects within agreed scope, schedule, budget, and quality standards while ensuring effective coordination across global teams and smooth transition into steady-state support.Responsibilities:Project Planning &amp; Control<ul><li>Define project scope, objectives, timelines, resource plan, and budgets.</li><li>Prepare and maintain detailed project documentation (charters, plans, risk registers, RAID logs).</li><li>Track milestones, dependencies, and critical paths.</li></ul>Resource &amp; Stakeholder Coordination<ul><li>Align resources with SDM, including global field engineers, subcontractors, and internal teams.</li><li>Manage geographically distributed teams (remote/onsite) with clear communication flows.</li><li>Provide daily/weekly status updates and governance reports to Client Success Managers for customer visibility.</li></ul>Execution &amp; Delivery<ul><li>Drive day-to-day execution of IT services projects, ensuring on-site teams have the right tools, access, and instructions.</li><li>Monitor project performance vs. plan; proactively identify delays and corrective measures.</li><li>Ensure compliance with site protocols, H&amp;S requirements, and client-specific policies.</li></ul>Risk &amp; Escalation Management<ul><li>Maintain and update risk, issue, and dependency logs.</li><li>Act as first escalation point for project-related issues, ensuring swift resolution.</li><li>Engage with SDM/CSM on risks impacting service delivery or client satisfaction.</li></ul>Governance &amp; Reporting<ul><li>Provide structured reporting: weekly dashboards, client-facing project status, budget vs. actual spend.</li><li>Lead project review calls with clients and internal stakeholders.</li></ul>Closure &amp; Handover<ul><li>Conduct project closeout including lessons learned and documentation sign-off.</li><li>Ensure smooth handover of project deliverables and documentation to SDM for steady-state service ownership.</li></ul>Mandatory Requirements:<ul><li>6&ndash;9 years&rsquo; experience in IT services project management (infra rollouts, field services, EUC, structured cabling, wireless surveys, or similar).</li><li>Proven track record delivering projects with distributed/remote teams across multiple geographies.</li><li>Strong knowledge of PM tools (MS Project, Smartsheet, JIRA, Asana).</li><li>Excellent stakeholder communication and governance reporting skills.</li><li>Ability to manage subcontractors/vendors, ensuring SLA adherence and compliance.</li></ul>Preferred Requirements:<ul><li>PMP / PRINCE2 certification (or equivalent).</li><li>Knowledge of ITIL processes (for handover into service).</li><li>Exposure to global enterprise clients (US/Europe) and large-scale IT rollouts.</li><li>Budget management and financial reporting experience.</li><li>Familiarity with ServiceNow or similar ITSM platforms.</li></ul>Job Type: Full-timeWork Location: In person

Project Manager

Core Purpose: Owns the delivery performance of services, ensuring SLA/KPI compliance, service governance, risk control, and client satisfaction. Acts as the operational bridge between clients, internal teams, and partners, driving excellence in IT service delivery across global accounts.Responsibilities1. Service Governance &amp; Client Engagement<ul><li>Lead Monthly/Quarterly Service Reviews with clients, presenting SLA dashboards, incident trends, and improvement plans.</li><li>Maintain governance frameworks for each account &mdash; ticket performance, resource utilization, risk registers, and service roadmaps.</li><li>Partner with Client Success Managers to ensure service performance aligns with client expectations.</li></ul>2. Operational Oversight<ul><li>Govern daily service delivery operations across accounts (Hands &amp; Feet dispatch, field services, infra rollouts, support).</li><li>Ensure SLA/KPI compliance across incidents, requests, and problem management.</li><li>Oversee knowledge base usage, playbooks, and escalation workflows.</li></ul>3. Escalation &amp; Risk Management<ul><li>Act as escalation bridge between client stakeholders, engineers, and internal finance/ops teams.</li><li>Lead incident reviews, drive root-cause analysis (RCA), and ensure corrective/preventive actions are implemented.</li><li>Proactively identify risks (capacity, resource, compliance) before they impact service delivery.</li></ul>4. Resource &amp; Vendor Coordination<ul><li>Coordinate resource allocation with internal teams and global partner networks.</li><li>Manage subcontractors/vendors for service delivery, ensuring compliance and SLA performance.</li><li>Balance resource load between steady-state delivery and project activities.</li></ul>5. Reporting &amp; Financial Alignment<ul><li>Provide structured reporting: weekly/monthly dashboards, SLA trends, cost vs budget, margin tracking.</li><li>Support commercial teams in identifying service improvement opportunities tied to renewals or expansions.</li><li>Monitor service profitability &mdash; utilization, field travel, penalties, and cost leakage.</li></ul>6. Continuous Service Improvement (CSI)<ul><li>Drive ongoing improvement initiatives &mdash; automation, process refinement, knowledge management.</li><li>Benchmark against industry best practices (ITIL, ISO, client requirements).</li><li>Promote a culture of proactive service delivery and operational excellence.</li></ul>Mandatory Requirements:<ul><li>8&ndash;10 years of experience in IT service delivery governance, with 5+ years in SLA-driven environments.</li><li>Proven record of managing enterprise client accounts across multiple regions.</li><li>Strong knowledge of ITIL processes (incident, problem, change, request).</li><li>Demonstrated capability in escalation management and RCA/SIP.</li><li>Excellent communication and client-facing presentation skills.</li><li>Ability to coordinate cross-functional and multi-vendor teams</li></ul>Preferred Requirements:<ul><li>ITIL Intermediate/Expert certification.</li><li>Experience with enterprise ITSM platforms (ServiceNow, Remedy, Jira Service Management).</li><li>Familiarity with dispatch/field engineering models and global subcontractor networks.</li><li>Financial acumen &mdash; understanding of cost, margin, and commercial levers.</li><li>Prior experience with global IT services/consulting companies.</li></ul>Job Type: Full-timeWork Location: In person

Service Delivery Manager

Role OverviewAs a Senior International Technical Recruiter, you will manage the end-to-end recruitment cycle&mdash;from sourcing and screening to onboarding and dispatch requests. You will leverage leading recruitment platforms like LinkedIn Recruiter, Indeed, FieldNation, and WorkMarket to identify top technical talent globally. Your role will combine strategic sourcing, relationship management, and process improvement, ensuring timely and high-quality hires that meet client and business needs.Key Responsibilities<ul><li>Full-Cycle Recruitment:</li></ul>Manage the entire recruitment process including job posting, sourcing, screening, interviewing, salary negotiation, offer management, and onboarding.<ul><li>Sourcing &amp; Talent Mapping:</li></ul>Use advanced sourcing techniques via LinkedIn Recruiter License, Indeed, FieldNation, and WorkMarket to build and maintain strong candidate pipelines.<ul><li>Candidate Engagement:</li></ul>Establish and nurture long-term relationships with candidates, ensuring an exceptional candidate experience throughout the hiring journey.<ul><li>Client &amp; Stakeholder Collaboration:</li></ul>Partner with hiring managers and department heads to understand technical requirements and create recruitment strategies aligned with business needs.<ul><li>Dispatch Requests Management:</li></ul>Coordinate and execute dispatch requests for workforce allocation, ensuring seamless communication between recruitment, operations, and project teams.<ul><li>Data-Driven Recruitment:</li></ul>Track, analyze, and report recruitment metrics to measure efficiency, quality of hire, and time-to-fill improvements.<ul><li>Process Improvement:</li></ul>Continuously optimize recruitment workflows, implement innovative sourcing strategies, and leverage recruitment technology to streamline operations.Required Skills &amp; Qualifications<ul><li>Bachelor&rsquo;s degree in Human Resources, Business Administration, or related field.</li><li>4+ years of proven experience in technical recruitment (agency or in-house).</li><li>Hands-on expertise with LinkedIn Recruiter, Indeed, FieldNation, and WorkMarket.</li><li>Strong knowledge of end-to-end recruitment processes across technical roles (IT, software, telecom, engineering, etc.).</li><li>Exceptional communication and negotiation skills with the ability to influence and engage candidates and stakeholders.</li><li>Experience handling dispatch requests and workforce allocation in fast-paced environments.</li><li>Ability to work under pressure, manage multiple requisitions, and meet tight deadlines.</li><li>Analytical mindset with the ability to use recruitment data to drive decisions.</li></ul>Job Type: Full-timeWork Location: In person

Senior International Technical Recruiter

Key ResponsibilitiesOperational Efficiency<ul><li>Follow departmental workflows and office procedures to ensure maximum efficiency.</li><li>Prepare, update, and maintain departmental documents, reports, and records.</li><li>Support line manager in day-to-day activities and business operations.</li></ul>Client &amp; Stakeholder Management<ul><li>Act as the liaison between field engineers and customers to ensure smooth ticket handling and resolution.</li><li>Handle client queries, requests, and escalations with professionalism and urgency.</li><li>Collaborate with multiple teams to understand and fulfill client requirements, ensuring value-driven service delivery.</li><li>Serve as the face of the company, maintaining strong relationships with clients and stakeholders.</li></ul>Project &amp; Ticket Management<ul><li>Oversee and manage tickets, activities, and projects from initiation to closure.</li><li>Ensure project execution within budget, timelines, and client expectations.</li><li>Coordinate resources to meet deliverables and resolve on-site issues promptly.</li></ul>Compliance &amp; Reporting<ul><li>Ensure adherence to company standards, policies, and procedures.</li><li>Approve engineer invoices and process client-related documents (PO/SRO requests).</li><li>Monitor ongoing activities, provide situational awareness, and share updates with leadership.</li><li>Prepare and deliver strategic recommendations for process improvements and policy updates.</li></ul>Availability &amp; Flexibility<ul><li>Provide 24/7/365 support for calls, emails, and escalations from leadership and team leads.</li><li>Flexible to work extra hours, weekends, public holidays, and rotational shifts as per business needs.</li></ul>Requirements<ul><li>Minimum Bachelor&rsquo;s degree in Management.</li><li>Proficiency in Microsoft Office Suite.</li><li>Experience of Project Coordination (preferred).</li><li>Strong multitasking and prioritization skills.</li><li>Proactive, self-starter with problem-solving ability.</li><li>Excellent communication and interpersonal skills.</li><li>Strong decision-making and analytical abilities.</li><li>Experience in complex problem analysis, operational need assessment, and developing creative solutions.</li><li>Ability to compile and analyze data, prepare detailed reports, and present insights.</li><li>Strong organizational skills with the ability to establish and manage priorities effectively.</li></ul>Job Type: Full-timeWork Location: In person

Senior Operations Executive