Administrator - Program & Project Management
Logistics, Sales & Operations · Supply Chain & Transport · Program Management · Project Management · Logistics Management
In short
The Project Executive in Support & Operations in Madurai, Tamil Nadu, is responsible for resolving service tickets, providing on-call support, and conducting root cause analyses to ensure customer satisfaction and operational efficiency. Key duties include adherence to quality standards, managing knowledge base updates, and customer financial deliverables.
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).
- Involve in customer financial deliverables & operational hygiene including onboarding & Offboarding, Life cycle management of Projects/Customer.
- Enabling Internal and external financial audits conducted on the module including historical cases.
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.
- Resource Management System to perform allocation & Delimitation of resources.
- Recruitment Requisition tools & Process.
- 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.
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
- Supply Chain management function for an IT Infrastructure services Provider Company
#Project Management#Support#Operations#Customer Service#IT Infrastructure#Program Management
Company
HCLTech
Job Posted
2 weeks ago
Employment Type
Full Time
WorkMode
On Site
Experience Level
Mid-Senior
Locations
Madurai, India
Applicants
Be an early applicant