Responsible for leading new client transitions, process ramp-ups, IT build-out for new /existing sites and improvement initiatives across HGS sites.
Provide IT Project Management for new projects with overall responsibility for meeting project objectives within budgeted time and cost.
Will also be tasked with Client Management and negotiation, virtual / extended team management, time management and cost analyses.
Will be engaged in project management and will be handling proposals that would cover the origin of the project, implementation of timelines, identification of risks, contingency plans and other plans within the scope of IT.
Would be utilizing understanding of LAN, WAN, Telecom & Voice platforms concepts and appreciation of interplay between these.
Design IT solutions (IT infrastructure setup) for new clients and RFPs.
Recognize early warning signals that could result in delays and cost overruns and take corrective actions including escalating to the right level.
Coordinate with other IT groups in ensuring that projects are scoped keeping current capacities in networks/infrastructure in mind. To also ensure that projects are executed to the right standards so that post commissioning issues are minimized.
Coordinate with other project managers and IT personnel in ensuring that the various independent projects that form a part of a master plan/project dovetail well.
Ensure that project management tools are utilized to efficiently manage projects.
Document and share best project management practices with the rest of the IT organization. Document IT processes, workflows and policies.
Handle IT asset management and inventory.
Manage the IT Service Desk and Desktop Support to ensure SLAs are met with internal and external customers.
Manage the project management team to provide support to external clients to ensure close coordination with IT counterparts in IT projects, concerns and issues.
Should have a good hands-on understanding of Technology Project Management and should have had the experience of managing complex IT projects with a lot of interdependencies and multiple stakeholders.
Should have had the experience of leading a group of IT professionals
Should have the ability to manage trade-offs between cost/time/quality
Should have the ability to aggressively leverage the organizational hierarchy in order to meet the project timelines and objectives
Some understanding of Applications, LAN, WAN, Telecom & Voice platforms and appreciation of interplay between these
Should have good understanding of IT processes, workflows and policies from a BPO standpoint
Knowledgeable with ISO9001, ISO27001, HIPAA, PCI-DSS, GLBA and eSCM-SP
Preferable ITIL certified
Communication, analytical, interpersonal and team management skills are a must
Graduate of any IT or Engineering course
At least 5 years of relevant work experience in handling project proposals that cover the origin of project, implementation of timelines, identification of risks, contingency plans and other projects impacted within the scope of IT.
Seasoned IT professional with a full understanding of IT industry practices.
Must be able to work on problems of a diverse scope where analysis of situations requires evaluation of identifiable factors.
With a sound understanding of Applications, LAN, WAN, Telecom & Voice platforms and appreciation of interplay between these (Cisco routers/switches/firewalls, Avaya PABX, Aspect dialer/eWFM, NICE logger, Verint logger/WFM)
Analytical and team management skills are a must
Should exhibit strong interpersonal, communication and decision making skills.
Must have an understanding of the interconnectivity between voice and data systems.
Call Center / BPO work experience is highly preferred.
Preferably with 10 -12 years of work experience.
HGS is a world leader in Customer Relationship and Business Process Management. With a global footprint and an experience of over three decades, we have helped our clients deliver exceptional ...