Information Technology Project Lead

Talent Corner HR Services Pvt LtdAnand, IN

4 hours ago

Job description

Designation : Manager (IT) - Role is related to IT Project Coordination

Work Location- Navi Mumbai

Countries Supported : US and EU (depending on assignment)

Position Overview : We are seeking a highly organized and proactive Manager to lead our Client Specialist (CST) and Operations (OPS) teams based in India. This role is central to ensuring smooth day-to-day operations and providing cross-functional support. The manager will serve as the key liaison between CST / OPS teams , the Business Analyst (BA) team , and Product Development (PD), ensuring that all client service needs and operational requirements are met in line with defined SLAs and internal processes.

Key Responsibilities :

Team Management & Support :
Provide daily guidance, support, and mentorship to CST team members.
Review client inquiries and ensure accurate and timely responses.
Escalate complex or unresolved CST issues to the Business Analyst team in the respective hub.
Oversee operations team performance, ensuring Help Desk (HD) tickets are managed within defined SLA timelines.

2.Cross-Functional Coordination :

Act as the main point of contact for Business Analysts and PD team members in the assigned country.

Provide timely updates and status reports on CST and OPS-related matters.

Coordinate with local Global IT resources to resolve system exceptions or process gaps.

3.Operational Excellence :

Monitor ticket queues daily, ensuring service levels are met and escalations are handled efficiently.

Drive root cause analysis and resolution plans for recurring issues.

Organize and lead team meetings when required to define and execute action plans.

4.Process Governance :

Ensure adherence to the item setup SOP, collaborating closely with the CST, Design, and PD teams.

Track timelines provided by the Design team for item creation; escalate delays or non-responsiveness when necessary.

Contribute to continuous improvement of client onboarding and support processes.

Qualifications :

Bachelor's degree in Business, IT, Operations, or related field.

5+ years of experience in operations, client support, or IT project coordination.

Proven team leadership and stakeholder communication skills.

Strong understanding of SLA-based ticket management systems.

Ability to manage across time zones and collaborate with global teams.

Experience in the packaging, labeling, or printing industry is a plus.

Skills & Competencies :

Proactive problem-solving and decision-making skills.

Excellent verbal and written communication.

Strong organizational and follow-through abilities.

Comfortable working in a fast-paced, client-centric environment.

Familiarity with workflow systems, ticketing platforms , and collaboration tools (e.g., JIRA, Fresh Service, MS Teams) .

Interested Candidates may share their updated CV at 9163117386 (WhatsApp) or email at manish.singh@talentcorner.in

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Information Technology • Anand, IN