- 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 :
- 1. Ensure adherence to quality standards, regulatory requirements, and company policies while managing support operations and project execution.
- 1. Provide effective on-call support for escalated issues, conducting thorough root cause analyses to identify and resolve underlying problems.
- 1. Manage knowledge base updates and contribute to value-adding activities, including training new team members and coaching analysts to improve team performance.
- 1. Independently resolve service tickets within the agreed Service Level Agreements (SLA) for ticket volume and response time, ensuring timely resolutions.
- 1. Foster a positive customer experience by aiming for First Call Resolution and minimizing rejected resolutions or reopened cases, thereby enhancing overall customer satisfaction (CSAT).
- 1. Strong understanding of project management principles and methodologies in a support context.
- 1. Proficiency in DMO tools and technologies for effective ticket management and operational support.
- 1. Excellent analytical and problem-solving skills to conduct root cause analysis and drive continuous improvement.
- 1.
Familiarity with customer service best practices and a commitment to delivering an exceptional customer experience.
- 1. Involve in customer financial deliverables & operational hygiene including onboarding & Offboarding, Life cycle management of Projects/Customer.
- 1. Enabling Internal and external financial audits conducted on the module including historical cases.
Skill Requirements :
- 1. Strong understanding of project management principles and methodologies in a support context.
- 1. Proficiency in DMO tools and technologies for effective ticket management and operational support.
- 1. Excellent analytical and problem-solving skills to conduct root cause analysis and drive continuous improvement.
- 1. Familiarity with customer service best practices and a commitment to delivering an exceptional customer experience.
- 1. Resource Management System to perform allocation & Delimitation of resources.
- 1. Recruitment Requisition tools & Process.
- 1. 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.
- 1. Basic is needed in MIS reporting, Audit & quality management, Stakeholder & SLA Management.
- 1. 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.
- 1. MS Office knowledge
- 1. Excellent Communication Skill & Analytical skills
- 1. Understanding of current IT Project Methodologies
- 1. Supply Chain management function for an IT Infrastructure services Provider Company