Job Description

(Posting). PMO establishes a project governance framework to have a structured approach to govern the projects. It involves various stakeholders like team members, project managers, project sponsors, investors, clients, etc. These stakeholders have well-defined roles, responsibilities, and decision-making capacities. Purpose of governance structure is to ensure that The projects are prioritized and aligned to short- and long-term goals of the business The right people have access to the right information to make the right decisions The projects are staying within the planned time and budget Enterprise resources are utilized in the most efficient manner There are ongoing risk assessment and mitigation across all projects (1.) To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies. (2.) To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions or Reopen Cases. (3.) To maintain high login Efficiency (Availability) for customers. (4.) To provide level 1 remote desktop support to resolve tickets orprovide hardware or software or network problem diagnosis or resolution via telephoneoremailorchat within agreed SLA of ticket volume and time. (5.) To update worklogs and follow shiftor escalation process to escalate complex problem to appropriate support specialistsorroute problems to 2nd and 3rd level IT support staff as the case be. (6.) Work on value adding activities such Knowledge base update and self development. Qualification B Tech Skill (Primary) PMO-Program Management-Program Management

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