Administrator - Program & Project Management

HCL Technologies Limited; Greater London; On-site; GBP 35,000 - 45,000; Full time

Job summary

HCL Technologies Limited in the City of London seeks an Administrator - Program & Project Management to uphold outstanding customer service and operational efficiency. This role focuses on resolving service tickets, providing on-call support, and conducting root cause analyses to improve CSAT while meeting quality and regulatory requirements.

The position also involves maintaining the knowledge base, training and coaching analysts, ensuring SLA-compliant resolutions, and supporting lifecycle

Qualifications

• Solid understanding of project management principles within support contexts.
• Experience with DMO tools and ticket management systems.
• Strong analytical and problem-solving skills for root cause analysis and continuous improvement.
• Commitment to excellent customer service and experience.
• Experience allocating resources and managing procurement and lifecycle for projects.

Responsibilities

• Ensure adherence to quality standards, regulatory requirements and company policies during support operations and project execution.
• Provide on-call support for escalated issues and conduct root cause analyses to resolve problems.
• Update knowledge base and coach analysts to improve team performance and service delivery.
• Resolve service tickets within agreed SLAs for volume and response times.
• Aim for First Call Resolution and minimize reopened cases to boost CSAT.
• Support lifecycle management of projects and customers, including onboarding and offboarding and audits.
• Assist in billing, audits and internal controls related to IT infra projects.

Skills

Project management

DMO tools

Root cause analysis

Customer service

SLA management

Training & coaching

Procurement lifecycle

MS Office

Tools

MS Office

Job description

Administrator - Program & Project Management Administrator - Program & Project Management United Kingdom Job Description Administrator - Program & Project Management City Of London, England

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.

Key Responsibilities

• Ensure adherence to quality standards, regulatory requirements, and company policies while managing support operations and project execution.
• Provide effective on-call support for escalated issues, conducting thorough root cause analyses to identify and resolve underlying problems.
• Manage knowledge base updates and contribute to value-adding activities, including training new team members and coaching analysts to improve team performance.
• Independently resolve service tickets within the agreed Service Level Agreements (SLA) for ticket volume and response time, ensuring timely resolutions.
• Foster a positive customer experience by aiming for First Call Resolution and minimizing rejected resolutions or reopened cases, thereby enhancing overall customer satisfaction (CSAT).
• Strong understanding of project management principles and methodologies in a support context.
• Proficiency in DMO tools and technologies for effective ticket management and operational support.
• Excellent analytical and problem-solving skills to conduct root cause analysis and drive continuous improvement.
• Familiarity with customer service best practices and a commitment to delivering an exceptional customer experience.
• Involve in customer financial deliverables & operational hygiene including onboarding & Offboarding, Life cycle management of Projects/Customer.
• Enabling Internal and external financial audits conducted on the module including historical cases.

Skill Requirements

• Strong understanding of project management principles and methodologies in a support context.
• Proficiency in DMO tools and technologies for effective ticket management and operational support.
• Excellent analytical and problem-solving skills to conduct root cause analysis and drive continuous improvement.
• Familiarity with customer service best practices and a commitment to delivering an exceptional customer experience.
• Resource Management System to perform allocation & Delimitation of resources.
• Recruitment Requisition tools & Process.
• Proficiency Required in Procurement process such as Lifecycle management of a Project, Customer Onboarding & Offboarding, Billing management Systems & process, Customer service best practices and commitment to exceptional delivery.
• Basic is needed in MIS reporting, Audit & quality management, Stakeholder & SLA Management.
• Understand the contracting terminology for Field Services in the IT Infra domain.

Other Requirements

• Optional But Valuable Certifications: Project Management Professional (Pmp), Itil Foundation, Or Similar.
• MS Office knowledge
• Excellent Communication Skill & Analytical skills
• Understanding of current IT Project Methodologies
• Supply Chain management function for an IT Infrastructure services Provider Company

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people 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. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.