Administrator - Program & Project Management

Experience: Not Available to Not Available years

Location: Bangalore, India

Skills: project management principles, DMO tools, analytical skills, problem-solving skills, customer service best practices, Resource Management System, Recruitment Requisition tools, Procurement process, Customer Onboarding, Offboarding, Billing management Systems, MIS reporting, Audit & quality management, Stakeholder Management, SLA Management, contracting terminology, IT Infra domain, Project Management Professional (PMP), ITIL Foundation, MS Office

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.

Key Responsibilities

- Ensure adherence to quality standards, regulatory requirements, and company policies while managing support operations and project execution.
- Provide effective on-call support for escalated issues, conducting thorough root cause analyses to identify and resolve underlying problems.
- Manage knowledge base updates and contribute to value-adding activities, including training new team members and coaching analysts to improve team performance.
- Independently resolve service tickets within the agreed Service Level Agreements (SLA) for ticket volume and response time, ensuring timely resolutions.
- Foster a positive customer experience by aiming for First Call Resolution and minimizing rejected resolutions or reopened cases, thereby enhancing overall customer satisfaction (CSAT).
- Strong understanding of project management principles and methodologies in a support context.




- Proficiency in DMO tools and technologies for effective ticket management and operational support.
- Excellent analytical and problem-solving skills to conduct root cause analysis and drive continuous improvement.
- Familiarity with customer service best practices and a commitment to delivering an exceptional customer experience.
- 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.

Skill Requirements

- Strong understanding of project management principles and methodologies in a support context.
- Proficiency in DMO tools and technologies for effective ticket management and operational support.
- Excellent analytical and problem-solving skills to conduct root cause analysis and drive continuous improvement.
- 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.

- Basic is needed in MIS reporting, Audit & quality management, Stakeholder & SLA Management.
- Understand the contracting terminology for Field Services in the IT Infra domain.

Other Requirements

1.

Optional But Valuable Certifications: Project Management Qualified (Pmp), Itil Foundation, Or Similar.

- MS Office knowledge

3.

Excellent Communication

Skill & Analytical skills

- Understanding of current IT Project Methodologies

5.

Supply

Chain management function for an IT Infrastructure services Provider Company

📌 Administrator Program & Project Management (India)
🏢 HCL Technologies
📍 India