Program and Project Management Representative

Program/Project Management Representativ

Project Role : Program/Project Management Representativ
Project Role Description : Deliver business and technology outcomes for assigned program, project, or contracted service. Leverage standard tools, methodologies and processes to deliver, monitor, and control service level agreements.
Must have skills : Incident Management
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education

Roles & Responsibilities
Own and manage end-to-end Incident Management process within the Command Center
Monitor, track, and resolve high-priority incidents ensuring minimal impact on business operations
Coordinate with cross-functional teams (Infrastructure, Applications, Network, Security) for incident resolution
Act as a point of contact for critical incidents and provide timely updates to stakeholders
Conduct Root Cause Analysis (RCA) for major incidents and ensure preventive actions are implemented
Maintain accurate incident records and documentation in ITSM tools
Ensure adherence to defined Service Level Agreements (SLAs) and escalation processes
Generate incident metrics and reports (MTTR, incident trends, recurring issues)
Drive continuous improvement initiatives to reduce incident volume and improve resolution efficiency
Collaborate with Problem and Change Management teams to prevent incident recurrence
Provide guidance and support to the incident management team
Work effectively in rotational shifts to ensure 24/7 coverage
Required Skills / Qualifications
Strong experience in Incident Management processes (ITIL framework preferred)
Experience with ITSM tools (e.g., ServiceNow, ManageEngine)
Strong analytical, problem-solving, and decision-making skills
Excellent stakeholder communication and coordination abilities
Ability to manage multiple high-priority incidents in a fast-paced environment
Knowledge of IT infrastructure, applications, and cross-functional operations
Awareness of compliance, audit, and governance requirements
Flexibility to work in rotational shifts