IT Warehouse SME

Role Title: IT Warehouse SME
Level: L2 Location: IND_BNGLR

Work Model: Onsite (Business Hours)

Department: Depot /Logistics Operations

Reports To: Manager

Direct Reports: 1

1. Role Summary / Job Purpose
The IT Warehouse SME is responsible for overseeing end-to-end depot operations, ensuring seamless handling of IT assets, accurate inventory management, and timely execution of inbound and outbound processes. This role serves as the subject matter expert for depot IT operations in India and plays a key part in maintaining operational excellence, client satisfaction, and compliance with AVASO's global standards.

2. Key Responsibilities
1.Manage day-to-day depot operations, ensuring adherence to company standards and SLA commitments.
2.Act as the SME for IT depot and warehouse processes, providing operational guidance and subject matter expertise.
3.Drive the complete IT asset lifecycle including receiving, staging, configuration, storage, shipping, and disposal.
4.Ensure accurate and timely updates in ticketing platforms (e.g., ServiceNow) and ERP/asset management systems.
5.Oversee inbound/outbound logistics, quality control, and storage optimization within the depot.
6.Collaborate with internal teams, depot staff, delivery managers, and vendors to resolve operational issues and escalations.
7.Lead client-facing communications, presenting performance updates, operational reports, and actionable insights.
8.Ensure compliance with ISO, ITAD, security, and data-handling requirements.
9.Implement continuous improvement measures to enhance depot productivity and client satisfaction.
10.Maintain depot safety protocols and operational hygiene in line with compliance requirements.

3. Required Skills (Technical & Functional)

Technical Skills:
Strong knowledge of IT hardware (laptops, servers, networking devices, peripherals).
Expertise in depot/warehouse processes including inbound, outbound, staging, and QC.
Hands-on experience with asset lifecycle management and IT hardware handling.
Working knowledge of ISO/ITAD standards and secure data handling practices.

Functional Skills:

Strong operational planning and organizational skills.
Ability to manage multiple priorities in a fast-paced environment.
Strong communication and presentation capabilities (client-facing).
Excellent cross-functional coordination and problem-solving skills.

4. Tools / Systems / Technical Knowledge
ERP/WMS systems
Ticketing systems (ServiceNow or similar)
Inventory management tools
IT diagnostic tools used in staging and configuration
Excel & reporting tools for operational dashboards

5. Decision-Making Authority
Ability to prioritise daily depot tasks and allocate resources accordingly.
Make operational decisions related to asset handling, QC, and shipment readiness.
Approve deviations in staging/dispatch based on SLA requirements.
Escalate risks proactively to regional leadership and service delivery teams.

6. Problem-Solving Complexity
Handles moderate to complex operational issues involving logistics, asset mismatch, delayed shipments, and inventory discrepancies.
Expected to work independently with minimal supervision and resolve issues within defined timelines.
Requires strong judgement in client communication and operational escalation handling.

7. Stakeholder Management / Influence
Interfaces with clients, depot engineers, delivery managers, courier partners, and vendors.
Client-facing role; expected to participate in operational reviews and performance discussions.
Influences cross-functional teams to drive SLA adherence and process improvement.

8. Education & Certification Requirements
Minimum:
Bachelor's degree in IT, Supply Chain, Logistics, or a related field.

Preferred:
Certifications in Logistics, IT Asset Management, or ITIL.
ISO/ITAD training exposure.

9. Experience Requirements

3+ years of experience in depot, warehouse, IT asset management, or logistics operations.
Prior experience in managing IT hardware staging, deployment, and storage environments.
Experience in client-facing roles within IT services or logistics operations.