Administrator - Program & Project Management

Administrator - Program & Project Management

Hyderabad, Telangana

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.

• 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.

• 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.

Other Requirements

• 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