Information Technology Project Lead

3 days ago

Kanpur, India Whatjobs IN C2 Full time

Designation: Manager (IT) - Role is related to IT Project Coordination Work Location- Navi Mumbai Countries Supported : US and EU (depending on assignment) Position Overview: We are seeking a highly organized and proactive Manager to lead our Client Specialist (CST) and Operations (OPS) teams based in India. This role is central to ensuring smooth day-to-day operations and providing cross-functional support. The manager will serve as the key liaison between CST/OPS teams , the Business Analyst (BA) team , and Product Development (PD), ensuring that all client service needs and operational requirements are met in line with defined SLAs and internal processes. Key Responsibilities: Team Management & Support: · Provide daily guidance, support, and mentorship to CST team members. · Review client inquiries and ensure accurate and timely responses. · Escalate complex or unresolved CST issues to the Business Analyst team in the respective hub. · Oversee operations team performance, ensuring Help Desk (HD) tickets are managed within defined SLA timelines. 2.Cross-Functional Coordination: · Act as the main point of contact for Business Analysts and PD team members in the assigned country. · Provide timely updates and status reports on CST and OPS-related matters. · Coordinate with local Global IT resources to resolve system exceptions or process gaps. 3.Operational Excellence: · Monitor ticket queues daily, ensuring service levels are met and escalations are handled efficiently. · Drive root cause analysis and resolution plans for recurring issues. · Organize and lead team meetings when required to define and execute action plans. 4.Process Governance: · Ensure adherence to the item setup SOP, collaborating closely with the CST, Design, and PD teams. · Track timelines provided by the Design team for item creation; escalate delays or non-responsiveness when necessary. · Contribute to continuous improvement of client onboarding and support processes. Qualifications: · Bachelor's degree in Business, IT, Operations, or related field. · 5+ years of experience in operations, client support, or IT project coordination. · Proven team leadership and stakeholder communication skills. · Strong understanding of SLA-based ticket management systems. · Ability to manage across time zones and collaborate with global teams. · Experience in the packaging, labeling, or printing industry is a plus. Skills & Competencies: · Proactive problem-solving and decision-making skills. · Excellent verbal and written communication. · Strong organizational and follow-through abilities. · Comfortable working in a fast-paced, client-centric environment. · Familiarity with workflow systems, ticketing platforms , and collaboration tools (e.G., JIRA, Fresh Service, MS Teams) . Interested Candidates may share their updated CV at (WhatsApp) or email at

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