Administrator - Program & Project Management

Logistics, Sales & Operations · Program Management · Project Management

In short

The Project Executive in Support & Operations ensures customer service and operational efficiency by resolving service tickets, providing on-call support, and conducting root cause analyses. This role requires strong project management skills in a support context and proficiency with DMO tools.

Responsibilities

Manage support operations and project execution, ensuring adherence to quality standards, regulatory requirements, and company policies.
Provide on-call support for escalated issues and perform root cause analyses.
Update knowledge base, train new team members, and coach analysts.
Independently resolve service tickets within agreed SLAs.
Foster a positive customer experience and aim for First Call Resolution.
Manage customer financial deliverables, including onboarding/offboarding and lifecycle management.
Support internal and external financial audits.

Requirements

Strong understanding of project management principles and methodologies in a support context.
Proficiency in DMO tools and technologies for ticket management and operational support.
Excellent analytical and problem-solving skills for root cause analysis and continuous improvement.
Familiarity with customer service best practices.
Experience with Resource Management Systems for resource allocation.
Familiarity with Recruitment Requisition tools & Process.
Proficiency in Procurement process (Lifecycle management, Onboarding/Offboarding, Billing management systems).
Basic knowledge of MIS reporting, Audit & quality management, Stakeholder & SLA Management.
Understanding of contracting terminology for IT Infra Field Services.

Desired Qualifications

Optional but valuable certifications: Project Management Professional (PMP), ITIL Foundation, or similar.
MS Office knowledge.
Excellent Communication Skill & Analytical skills.
Understanding of current IT Project Methodologies.
Experience with Supply Chain management function for an IT Infrastructure services provider company.

Benefits

Supercharge your potential, find your career, and find your spark at HCLTech.
Work at a place that puts its people first.
Be part of a global technology company with a broad portfolio of technology services and products.
Opportunity to work with clients across major verticals.

Skills

Project ManagementRoot Cause AnalysisCustomer ServiceDMO toolsResource Management SystemProcurementMIS reportingAudit ManagementSLA ManagementIT InfrastructureMS OfficeCommunicationAnalytical SkillsIT Project MethodologiesSupply Chain Management

#Project Management#Support#Operations#Customer Service#IT Infrastructure

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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