Product Manager

HCLTech is a global technology company, spread across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, 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. We re powered by our people a global, diverse, multi-generational talent - representing 161 nationalities whose unique spark, perspective and boundless passion drive our culture of proactive value creation and problem-solving.

Our purpose is to bring together the best of technology and our people to supercharge progress for everyone, everywhere our clients, partners, their stakeholders, communities, and the planet. As a company, we are deeply focused on accelerating our ESG agenda. We are also creating technology-enabled sustainable solutions with and for our clients and partners. We embed ESG imperatives into every aspect of our business and ensure that the progress we supercharge is responsible, inclusive and beneficial to all our stakeholders in the long term. We have committed to achieving net zero by 2040.

To learn more about how we can supercharge progress for you, visit www.hcltech.com

SME-PMO, DMO, CPO & Project Executive

Job Summary

The Sr. Project Executive Administrator plays a pivotal role in ensuring high-quality technical support and operational efficiency within the organization. This role is essential for troubleshooting complex incidents, conducting root cause analyses, and implementing effective solutions to enhance customer satisfaction. By leveraging expertise in project execution and support operations, this position contributes significantly to maintaining the organization s security posture and operational excellence.

Key Responsibilities

1. Adhere To Quality Standards And Regulatory Requirements By Implementing Company Policies In All Support Operations And Project Execution Tasks.

2. Provide Advanced Technical Support For Complex Incidents Escalated By Analysts By Performing Root Cause Analysis And Implementing Effective Solutions To Resolve Technical And Security Issues.

3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Overall Team Performance.

4. Resolve Complex Support Tickets Within Agreed Slas By Collaborating With Cross-Functional Support Teams To Ensure Seamless Operations And Maintain A Strong Security Posture.

5. Enhance Customer Experience And Achieve High Csat Scores By Ensuring First Call Resolution, Minimizing Rejected Resolutions, Reducing Case Reopening's, And Proactively Mitigating Security Threats.

Skill Requirements

1. Advanced Proficiency In Project Execution And Support Operations.

2. Strong Knowledge Of Incident Management And Troubleshooting Techniques.

3. Excellent Analytical And Problem-Solving Skills.

4. Familiarity With Knowledge Management Practices And Training Methodologies.

5. Proficiency In Security Protocols And Policies Relevant To Support Operations.

Certification

1. Optional But Valuable Certifications: Itil Foundation, Pmp (Project Management Professional), Or Equivalent Project Management Certifications.