Program Manager

1.IT infrastructure managed services, with at least 5 to 8 years in a program, operations or delivery
management role.
2.Resource Management: Plan resources, manage attrition and skill gaps, and run training and succession plans
3.Proven experience managing Service Desk and end-user support (L1/L2/L3), including desktop support, ticket
lifecycle and escalation management.
4.Experience in Data Center operations: servers, storage, network, backup, monitoring, DR and
vendor/AMC coordination.
5.Experience handling multiple projects or accounts at the same time, with planning, prioritization and risk
management.
6.Strong experience with operational reporting and analytics: SLA/KPI dashboards, MIS, trend analysis, capacity
and performance reports, monthly service reviews.
7.Working knowledge of ITSM processes (Incident, Problem, Change, Request, Asset) and tools such as
ServiceNow, Remedy or similar.
8.Experience leading and managing teams of 50+ people, including shift rosters, resource planning and
performance management.
9.Excellent stakeholder and client communication, including executive-level reporting and governance meetings
10.Maintain high CSAT and reduce repeat incidents, ticket backlog and MTTR