SPECIALIST

Job Description Job Description (Posting). About HCLTech 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, visit Admin-PMO, DMO, CPO & Project Executive Job Summary The Project Executive in Support & Operations plays a critical role in ensuring exceptional customer service and operational efficiency. This position is responsible for independently resolving service tickets, providing on-call support, and conducting root cause analyses to enhance customer satisfaction while adhering to quality standards and regulatory requirements. (1.) Key Responsibilities 1. Ensure adherence to quality standards, regulatory requirements, and company policies while managing support operations and project execution. 2. Provide effective on-call support for escalated issues, conducting thorough root cause analyses to identify and resolve underlying problems. 3. Manage knowledge base updates and contribute to value-adding activities, including training new team members and coaching analysts to improve team performance. 4. Independently resolve service tickets within the agreed Service Level Agreements (SLA) for ticket volume and response time, ensuring timely resolutions. 5. Foster a positive customer experience by aiming for First Call Resolution and minimizing rejected resolutions or reopened cases, thereby enhancing overall customer satisfaction (CSAT). 6. Strong understanding of project management principles and methodologies in a support context. 7. Proficiency in DMO tools and technologies for effective ticket management and operational support. 8. Excellent analytical and problem-solving skills to conduct root cause analysis and drive continuous improvement. 9. Familiarity with customer service best practices and a commitment to delivering an exceptional customer experience. 10. Involve in customer financial deliverables & operational hygiene including onboarding & Offboarding, Life cycle management of Projects/Customer. 11. Enabling Internal and external financial audits conducted on the module including historical cases. Skill Requirements 1. Strong understanding of project management principles and methodologies in a support context. 2. Proficiency in DMO tools and technologies for effective ticket management and operational support. 3. Excellent analytical and problem-solving skills to cond Skill (Primary) PMO-Program Management-Program Management