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Director Consulting

HCLTech·Hyderabad

Pay not stated5–9 yrsFull-time
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About the role

Job Description - Program Delivery Manager (Partner Support)

What you'll do

  • In this role, you will lead and coordinate a distributed team of Technical Support Engineers (TSEs) across multiple time zones, establish world-class support operations
  • Manage a team of Technical Support Engineers (TSEs) across diverse time zones to deliver seamless 24/7 or follow-the-sun technical support
  • Drive operational excellence to ensure support is 100% accurate, high quality, and timely, consistently meeting strict SLAs/KPIs
  • Establish robust shift-handover protocols, workload balancing, on-call schedules, and quality assurance (QA) frameworks
  • Build proactive strategies and operational improvements to steadily increase Partner CSAT (Customer Satisfaction), First Time Right Response

What you need

  • 5–9 yrs of experience
  • GCP
  • REST APIs
  • AWS
  • JIRA
  • Zendesk
  • Salesforce
  • B.Tech or B.E. or B.Sc or BCA

Good to have

  • SQL
  • Agile
  • Data analysis
  • Project management
  • ITIL
  • Telecom

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