Administrator - Program & Project Management

Experience: Not Available to Not Available years

Location: Gautam Buddha Nagar, India

Skills: Project Management, PMP, DMO tools, Analytical skills, Problem-solving skills, Customer service best practices, Resource Management System, Recruitment Requisition tools, Procurement process, Lifecycle management, Billing management Systems, MIS reporting, Audit & quality management, Stakeholder Management, SLA Management, IT Infra domain

Job Summary
The Project Executive in Support & Operations plays a critical role in ensuring exceptional customer service and operational efficiency. This position is responsible for independently resolving service tickets, providing on-call support, and conducting root cause analyses to enhance customer satisfaction while adhering to quality standards and regulatory requirements.

Project Manager – General Domain (PMP Preferred)
Role Overview
The Project Manager will be responsible for planning, executing, and delivering projects within scope, time, and budget constraints. This role focuses on managing cross-functional teams, ensuring stakeholder alignment, and driving operational excellence across diverse business initiatives. Unlike senior Program Managers, this position emphasizes hands-on project execution rather than portfolio-level strategy.

Key Responsibilities
Project Planning & Execution
Develop detailed project plans, including timelines, milestones, and resource allocation. Monitor progress and adjust schedules as needed to meet deadlines. Ensure adherence to organizational project management methodologies.

Stakeholder Communication
Serve as the primary point of contact for project updates. Prepare and present status reports to internal and external stakeholders.

Risk & Issue Management
Identify potential risks early and implement mitigation strategies. Escalate critical issues promptly to leadership.

Budget & Resource Management
Track project budgets and ensure cost-effective delivery. Coordinate with resource managers for staffing needs.

Quality Assurance
Maintain compliance with internal standards and client expectations. Conduct post-project reviews and implement lessons learned.

Key Responsibilities
1. Ensure adherence to quality standards, regulatory requirements, and company policies while managing support operations and project execution.
2. Provide effective on-call support for escalated issues, conducting thorough root cause analyses to identify and resolve underlying problems.
3. Manage knowledge base updates and contribute to value-adding activities,



including training new team members and coaching analysts to improve team performance.
4. Independently resolve service tickets within the agreed Service Level Agreements (SLA) for ticket volume and response time, ensuring timely resolutions.
5. Foster a positive customer experience by aiming for First Call Resolution and minimizing rejected resolutions or reopened cases, thereby enhancing overall customer satisfaction (CSAT).
6. Strong understanding of project management principles and methodologies in a support context.
7. Proficiency in DMO tools and technologies for effective ticket management and operational support.
8. Excellent analytical and problem-solving skills to conduct root cause analysis and drive continuous improvement.
9. Familiarity with customer service best practices and a commitment to delivering an exceptional customer experience.
10. Involve in customer financial deliverables & operational hygiene including onboarding & Offboarding, Life cycle management of Projects/Customer.
11. Enabling Internal and external financial audits conducted on the module including historical cases.

Project Manager – General Domain (PMP Preferred)
Role Overview
The Project Manager will be responsible for planning, executing, and delivering projects within scope, time, and budget constraints. This role focuses on managing cross-functional teams, ensuring stakeholder alignment, and driving operational excellence across diverse business initiatives. Unlike senior Program Managers, this position emphasizes hands-on project execution rather than portfolio-level strategy.

Key Responsibilities
Project Planning & Execution
Develop detailed project plans, including timelines, milestones, and resource allocation. Monitor progress and adjust schedules as needed to meet deadlines. Ensure adherence to organizational project management methodologies.

Stakeholder Communication
Serve as the primary point of contact for project updates. Prepare and present status reports to internal and external stakeholders.

Risk & Issue Management
Identify potential risks early and implement mitigation strategies. Escalate critical issues promptly to leadership.

Budget & Resource Management
Track project budgets and ensure cost-effective delivery.



Coordinate with resource managers for staffing needs.

Quality Assurance
Maintain compliance with internal standards and client expectations. Conduct post-project reviews and implement lessons learned.

Skill Requirements
1. Solid understanding of project management principles and methodologies in a support context.
2. Proficiency in DMO tools and technologies for effective ticket management and operational support.
3. Excellent analytical and problem-solving skills to conduct root cause analysis and drive continuous improvement.
4. Familiarity with customer service best practices and a commitment to delivering an exceptional customer experience.
5. Resource Management System to perform allocation & Delimitation of resources.
6. Recruitment Requisition tools & Process.
7. Proficiency Required in Procurement process such as Lifecycle management of a Project, Customer Onboarding & Offboarding, Billing management Systems & process, Customer service best practices and commitment to exceptional delivery.
8. Basic is needed in MIS reporting, Audit & quality management, Stakeholder & SLA Management.
9. Understand the contracting terminology for Field Services in the IT Infra domain.

Project Manager – General Domain (PMP Preferred)
Role Overview
The Project Manager will be responsible for planning, executing, and delivering projects within scope, time, and budget constraints. This role focuses on managing cross-functional teams, ensuring stakeholder alignment, and driving operational excellence across diverse business initiatives. Unlike senior Program Managers, this position emphasizes hands-on project execution rather than portfolio-level strategy.

Key Responsibilities
Project Planning & Execution
Develop detailed project plans, including timelines, milestones, and resource allocation. Monitor progress and adjust schedules as needed to meet deadlines. Ensure adherence to organizational project management methodologies.

Stakeholder Communication
Serve as the primary point of contact for project updates. Prepare and present status reports to internal and external stakeholders.

Risk & Issue Management
Identify potential risks early and implement mitigation strategies. Escalate critical issues promptly to leadership.

Budget & Resource Management
Track project budgets and ensure cost-effective delivery. Coordinate with resource managers for staffing needs.

Quality Assurance
Maintain compliance with internal standards and client expectations. Conduct post-project reviews and implement lessons learned.

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