Program Manager
1 week ago
Job Title: Program Manager – IT Service Delivery (Manager / Senior Manager)Location: Mumbai Experience: 8–10 Years Budget: Up to 28 LPA Notice Period: Immediate to 20 DaysJob SummaryThe Program Manager will act as the Account Owner and Service Owner for the outsourced technology partner. The role ensures seamless IT service delivery, operational excellence, regulatory compliance, and superior customer experience across capital markets and enterprise applications.Key Responsibilities1. Service Delivery & OperationsMonitor daily IT service performance, uptime, and availability.Manage incidents, service requests, and escalations (L1–L3) ensuring SLA compliance.Ensure service continuity, DR readiness, and smooth operations.Oversee escalated tickets, backlog reduction, and aging ticket management.Conduct call reviews (P1–P4), analyse reopened and rejected calls.Track capacity utilisation, attendance, rosters, and shift adherence.Drive First Call Resolution (FCR), same-day closures, and SLA improvements.2. ITSM & Process ManagementDefine, implement, and maintain ITSM processes:Incident ManagementProblem ManagementRelease Management (impact assessment)Configuration & Asset ManagementService Level ManagementEnsure alignment with ITIL and ISO 20000 standards.Review and approve SOPs, ensure QMS compliance, close NCs.Maintain knowledge repositories (KEDB, KT documentation).3. Governance & ReportingPrepare and publish KPI dashboards, SLA reports, and operational metrics.Lead internal governance reviews:MBR / WSRDP MBRTech ReviewsQMS ReviewsRCA/PIR complianceSEBI & regulatory reviewsMonitor vendor performance, OLA adherence, and contract compliance.Govern Dialler performance (AHT, ACW, rejection rates).Track compliance with Three-Strike policy, R&R programs, and skill assessments.4. Customer Experience & Quality ManagementMonitor and drive NPS, CSAT, and TSAT scores.Conduct quality audits, call reviews, and feedback sessions.Improve workforce readiness, skill assessment, and scalability planning.Implement initiatives to enhance customer satisfaction and reduce backlog.5. Technical & Application Support (L2 Support)Provide Level 2 support for capital markets platforms and business-critical applications.Troubleshoot, analyse, and resolve incidents within SLAs.Monitor and support real-time trading systems.Collaborate with production support, development teams, OEMs/vendors.Perform RCA for recurring issues and manage stakeholder communication.Participate in release, patch, and change management cycles.Maintain detailed knowledge base and documentation.6. End-User Support & Infrastructure AssistanceProvide Level 2 technical support for end-user systems & enterprise applications.Diagnose and resolve hardware, software, and network issues.Install, configure, and maintain devices and applications.Support VoIP, email, VPN, collaboration tools, and security requests.Offer proactive monitoring, preventive maintenance, and improvement suggestions.Support compliance audits and follow security protocols.
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Program Coordinator
1 week ago
Mumbai Central, Mumbai, Maharashtra, India Great Manager Institute Full timeWe're Hiring: Program Coordinator Join us in building futures with dignity. About the Role We’re looking for a committed and detail-oriented Program Coordinator Intern to support the smooth running of our 630-hour Machine Learning course for students. Key Responsibilities: Manage daily administrative tasks Maintain attendance records Coordinate with...
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Program Coordinator
2 weeks ago
Mumbai, Maharashtra, India Great Manager Institute Full time ₹ 4,00,000 - ₹ 8,00,000 per yearKey Responsibilities:• Monitor programs and track outcomes.• Manage stakeholders and partners.• Conduct site audits and troubleshoot issues.• Maintain documentation and reporting.• Travel to project sites as needed.
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Marketing Program Coordinator
1 day ago
Lower Parel, Mumbai, Maharashtra, India Great Manager Institute Full time**Key Responsibilities**: - Handle the social media accounts of Work With Dignity, primarily Instagram and LinkedIn, ensuring consistent and engaging content. - Design creative posts using Canva and other graphic design tools to establish and strengthen the NGO’s online presence. - Reach out to different organizations on behalf of Work With Dignity to...
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Program Manager
5 days ago
Mumbai, India COZZERA INTERNATIONAL LLP Full timeProgram Manager (8+ Years Experience)Seasoned Program Manager with 8+ years of experience leading enterprise-scale programs, including 3+ years managing Data & Analytics portfolios in SAFe Agile environments. Proven expertise in driving complex, cross-functional initiatives across multiple Agile teams, delivering data-driven business outcomes aligned with...
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Program Manager
2 days ago
Mumbai, India Curiosity Gym Educational Foundation Full timeProgram Manager Organisation: Curiosity Gym Location: Mumbai Experience: Minimum 8 years (Education domain preferred) Role Overview Curiosity Gym is seeking an experienced and highly organised Program Manager to oversee end-to-end implementation of educational programs and projects. The role requires strong ownership of planning, coordination, execution, and...
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Program Manager
2 days ago
Mumbai, India Curiosity Gym Educational Foundation Full timeProgram Manager Organisation: Curiosity Gym Location: Mumbai Experience: Minimum 8 years (Education domain preferred) Role Overview Curiosity Gym is seeking an experienced and highly organised Program Manager to oversee end-to-end implementation of educational programs and projects. The role requires strong ownership of planning, coordination, execution, and...
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Program Manager
22 hours ago
mumbai, India Curiosity Gym Educational Foundation Full timeProgram Manager Organisation: Curiosity Gym Location: Mumbai Experience: Minimum 8 years (Education domain preferred)Role Overview Curiosity Gym is seeking an experienced and highly organised Program Manager to oversee end-to-end implementation of educational programs and projects. The role requires strong ownership of planning, coordination, execution, and...
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Program Manager
2 days ago
Mumbai, India Curiosity Gym Educational Foundation Full timeProgram ManagerOrganisation: Curiosity GymLocation: Mumbai Experience: Minimum 8 years (Education domain preferred)Role OverviewCuriosity Gym is seeking an experienced and highly organised Program Manager to oversee end-to-end implementation of educational programs and projects. The role requires strong ownership of planning, coordination, execution, and...
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Program Manager
2 days ago
Mumbai, India Curiosity Gym Educational Foundation Full timeProgram ManagerOrganisation: Curiosity GymLocation: Mumbai Experience: Minimum 8 years (Education domain preferred)Role OverviewCuriosity Gym is seeking an experienced and highly organised Program Manager to oversee end-to-end implementation of educational programs and projects. The role requires strong ownership of planning, coordination, execution, and...
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Program Manager
3 weeks ago
Mumbai, India Arthayan Full timeLocation: Mumbai Type: Full-time Experience: 2–5 years in startups, consulting, incubation, or program management About the role- We are looking for a Program Manager who thrives in the dynamic, ever-evolving world of startups. In this role, you will be at the heart of India’s entrepreneurship ecosystem—designing, coordinating, and executing...
