Administrator - Program & Project Management

As an Administrator in Program & Project Management, you will play a critical role in ensuring exceptional customer service and operational efficiency within a support and operations environment. You will independently resolve service tickets within agreed SLAs for volume and response time, provide on-call support for escalated issues, and conduct thorough root cause analyses to identify and resolve underlying problems. You will manage knowledge base updates, train new team members, and coach analysts to improve team performance. The role requires fostering positive customer experiences by aiming for First Call Resolution and minimizing rejected or reopened cases. You will also be involved in customer financial deliverables and operational hygiene including onboarding and offboarding, lifecycle management of projects and customers, billing management, and enabling internal and external financial audits. Proficiency in procurement processes, resource management systems, recruitment requisition tools, MIS reporting, and understanding of IT infrastructure contracting terminology for field services is expected.