Program Manager
1 day ago
Job Title: Program Manager – IT Service Delivery (Manager / Senior Manager)Location: MumbaiExperience: 8–10 YearsBudget: Up to 28 LPANotice 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 & Operations- Monitor 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 Management- Define, implement, and maintain ITSM processes: - Incident Management - Problem Management - Release Management (impact assessment) - Configuration & Asset Management - Service Level Management - Ensure alignment with ITIL and ISO 20000 standards. - Review and approve SOPs, ensure QMS compliance, close NCs. - Maintain knowledge repositories (KEDB, KT documentation).3. Governance & Reporting- Prepare and publish KPI dashboards, SLA reports, and operational metrics. - Lead internal governance reviews: - MBR / WSR - DP MBR - Tech Reviews - QMS Reviews - RCA/PIR compliance - SEBI & regulatory reviews - Monitor 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 Management- Monitor 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 Assistance- Provide 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 Manager
2 weeks ago
New Delhi, India Inspire Institute of Sport Full timeRole Overview The Program Manager / Head of Developmental Sports will be responsible for overseeing and strengthening JSW’s developmental sports programs across plant locations and rural centres. This role focuses on ensuring operational excellence, establishing robust training systems, and enabling athlete progression across disciplines. The ideal...
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Program Manager
2 weeks ago
New Delhi, India Iron Lady Full timeProgram Manager – IronLady Location:Bengaluru (On-site) Experience:8+ years Salary:₹10–16 LPA About Iron Lady Iron Lady creates high-impact leadership programs exclusively for women, designed by accomplished entrepreneurs and business leaders. With decades of collective experience in driving transformational initiatives, we empower women to grow, lead,...
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Program Manager
1 week ago
New Delhi, India Iron Lady Full timeProgram Manager – IronLady Location:Bengaluru (On-site) Experience:8+ years Salary:₹10–16 LPA About Iron Lady Iron Lady creates high-impact leadership programs exclusively for women, designed by accomplished entrepreneurs and business leaders. With decades of collective experience in driving transformational initiatives, we empower women to grow, lead,...
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Program Manager
2 weeks ago
New Delhi, India Inspire Institute of Sport Full timeRole OverviewThe Program Manager / Head of Developmental Sports will be responsible for overseeing and strengthening JSW’s developmental sports programs across plant locations and rural centres. This role focuses on ensuring operational excellence, establishing robust training systems, and enabling athlete progression across disciplines. The ideal...
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Program Manager
3 weeks ago
New Delhi, India Vriba Solutions Full timeProgram Manager Location:Remote (India) Preferred Locations:Maharashtra, Delhi, Uttar Pradesh, Kolkata Experience:10–15 Years Shift:(8:00 AM to 5:00 PM IST) About the Role We are looking for an experiencedProgram Manager (10–15 years)to lead complex, multi-team programs and drive seamless delivery across multiple workstreams. The ideal candidate will...
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Program Manager
1 day ago
New Delhi, India Aarohan NGO Full timeCompany Description Founded in 2005, Aarohan NGO is dedicated to ensuring the right to education for all children through various educational programs such as ASHA and PASS. These programs aim to provide quality education to children from marginalized communities. Aarohan's holistic education model emphasizes the overall development of the child. In addition...
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Program Manager
23 hours ago
New Delhi, India Aarohan NGO Full timeCompany Description Founded in 2005, Aarohan NGO is dedicated to ensuring the right to education for all children through various educational programs such as ASHA and PASS. These programs aim to provide quality education to children from marginalized communities. Aarohan's holistic education model emphasizes the overall development of the child. In addition...
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Program Manager
7 days ago
New Delhi, India Zemoso Technologies Full timeResponsibilities:● Understand the Software Development Life Cycle (SDLC) and its various stages to effectively manage learning programs related to software development. ● Stay up-to-date with the latest technology trends and advancements in the market, and leverage this knowledge to enhance our learning offerings. ● Deep understanding of program...
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Program Manager
2 days ago
New Delhi, India Aarohan NGO Full timeCompany DescriptionFounded in 2005, Aarohan NGO is dedicated to ensuring the right to education for all children through various educational programs such as ASHA and PASS. These programs aim to provide quality education to children from marginalized communities. Aarohan's holistic education model emphasizes the overall development of the child. In addition...
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Program Manager
4 weeks ago
New Delhi, India Persistent Systems Full timeAbout Position:We are hiring for Program Manager with hands-on experience in .net, react etc.,Role: Program Manager Location: All Persistent Locations Experience: 15 to 20 years Job Type: Full Time EmploymentWhat You'll Do:Objectives of this role Strategize, implement, and maintain program initiatives that adhere to organizational objectives Develop program...
