It Program Manager

ole Name Program Manager / Operations Manager

Skill Set Multi Project handling( 2 to 3 projects), MIS Reports/Analytics/, End user support, Service Desk, Data Center support

Location of Requirement Bangalore

Desired Competencies (Technical / Behavioral Competency)

• IT infrastructure managed services, with at least 5 to 8 years in a program, operations or delivery

management role.

• Resource Management: Plan resources, manage attrition and skill gaps, and run training and succession plans
• Proven experience managing Service Desk and end-user support (L1/L2/L3), including desktop support, ticket

lifecycle and escalation management.

• Experience in Data Center operations: servers, storage, network, backup, monitoring, DR and

vendor/AMC coordination.

• Experience handling multiple projects or accounts at the same time, with planning, prioritization and risk

management.

• Strong experience with operational reporting and analytics: SLA/KPI dashb

oards, MIS, trend analysis, capacity

and performance reports, monthly service reviews.

• Working knowledge of ITSM processes (Incident, Problem, Change, Request, Asset) and tools such as

ServiceNow, Remedy or similar.

• Experience leading and managing teams of 50+ people, including shift rosters, resource planning and

performance management.

• Excellent stakeholder and client communication, including executive-level reporting and governance meetings
• Maintain high CSAT and reduce repeat incidents, ticket backlog and MTTR

Bachelor's degree.

ITIL Foundation (v3/v4) certified, Technical Certifications

8+ Years

Work from office, Bangalore Electronics city.

Note: No Work from home is permitted,

You may be required to work in extended working hours depending upon the business exigencies as permitted by law.

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