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, visitwww.hcltech.com

Job Summary

We are looking for Program Manager and Senior Project Manager which plays a vital role in ensuring the timely resolution of escalations and incidents while adhering to quality norms and service level agreements (SLAs). This role is essential for enhancing customer satisfaction through effective analysis and communication, contributing to the continuous improvement of support operations.

Language

French + English

Key Responsibilities

• 12+ years in an advanced management role preference given to those with program management experience
• Hands-on experience in handling Complex IT projects
• Hands-on experience in managing Agile projects
• Strong understanding on Agile Framework, Scrum and Safe
• Hands-on experience in JIRA, Kanban, ADO, MPP and Project management tool
• Proven experience in managing teams.
• Proven Stakeholder Management Skills
• Exceptional leadership, time management, facilitation, and organizational skills
• Working knowledge of digital marketing
• Outstanding working knowledge of change management principles and performance evaluation processes
• Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Implementing Corrective Actions According To Agreed Slas.
• Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Facilitate Knowledge Sharing And Operational Efficiency.
• Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning To Align Resources With Operational Demands.
• Engage In Customer Meetings To Gather Feedback And Understand Challenges, Ensuring A Focus On Enhancing Customer Satisfaction Through Proactive Communication And Support.
• Conduct Root Cause Analyses And Trend Analyses, Validating Findings And Reports To Provide Actionable Insights For Key Business Stakeholders To Improve Operational Performance.
• Strategize, implement, and maintain program initiatives that adhere to organizational objectives
• Develop program assessment protocols for evaluation and improvement
• Maintain organizational standards of satisfaction, quality, and performance
• Oversee multiple project teams, ensuring program goals are reached
• Manage budget and funding channels for maximum productivity??
• Manage team of Project Manager and Technical Member
• Work closely with project sponsor, crossfunctional teams, and assigned project managers to plan and develop scope, deliverables, required resources, work plan, budget, and timing for new initiatives
• Manage program and project teams for optimal returnoninvestment, and coordinate and delegate cross-project initiatives
• Identify key requirements needed from cross-functional teams and external vendors
• Develop and manage budget for projects and be accountable for delivering against established business goalsobjectives
• Work with other program managers to identify risks and opportunities across multiple projects within the department
• Analyze, evaluate, and overcome program risks, and produce program reports for management and stakeholders
• Works with key stakeholders to understand the business needs, and creates a project management plan that aligns with the company’s strategic objectives
• Oversees strategic plan, monitoring and adapting as needed
• Implements and managing changes and interventions to ensure that project goals are achieved
• Develop and maintain budget and operation plan for the program
• Formulating, organizing and monitoring Inter-Connected Projects
• Coordinate Cross Project activities
• Deciding on Suitable Strategies for the Overall Program
• Assess Program Performance and aim to maximize ROI
• Develop new programs to support the strategic direction of the organization
• Ensure Goals are met in areas including customer satisfaction, quality and team performance

Skill Requirements

• Proficient In Project Management Methodologies And Tools, Particularly In Dmo And Project Execution.
• Strong Analytical Skills With The Ability To Perform Trend Analysis And Root Cause Investigations.
• Excellent Communication And Interpersonal Skills To Effectively Liaise With Stakeholders And Present Findings.
• Familiarity With Sla Management And Incident Resolution Processes.
• Knowledge Of Capacity Planning And Change Management Principles.

Certification

• Optional But Valuable Certifications: Project Management Professional (Pmp), Itil Foundation Certification
• Strong understanding on Agile Framework, Scrum and Safe Hands-on experience in JIRA, Kanban, ADO, MPP and Project management tool

Benefits

• A supportive, diverse, and global team with a brilliant culture.
• Competitive compensation and benefits that includes up to 20 days’ vacation per year, various insurances like Term life and Business Travel insurance. These are apart from the statutory benefits applicable in the country. Employee benefits are regulated by an internal policy that contains full details regarding the entitlement and conditions for the benefits as per the law of the land.
• Great opportunities to make the role your own, upskill yourself and get involved with exciting projects.
• Total Wellbeing is our focus. Alongside your professional excellence, you join the likeminded colleagues to create a larger impact within the company and society at large in your chosen area of passion - CSR Council, Diversity Council, Women Connect, Sparks – Engagement Champion to name a few.
• To know more about us visit – www.hcltech.com