SME - Program & Project Management

Job Summary

Job Title Problem Manager – Agent Experience Office (AEO) Location Chennai, India Role Objective The Problem Manager will be a foundational role within the Agent Experience Office (AEO), responsible for driving end-to-end problem management, converting cross functional analytics insights into systemic fixes, and establishing a clear, repeatable operating structure that reduces agent impacting issues at scale. This role focuses on proactive problem elimination, trend driven prioritization, and tight execution across L1–L3, Engineering, Vendors, and Business stakeholders, with a direct charter to improve Agent Experience, MTTR, Aging, Reopens, and Escalations. Key Responsibilities 1. Problem Management Execution (Core Accountability) • Own end to end Problem Management for Agent impacting issues across: o Network & Connectivity o Telephony & Voice o Identity & Access (Yubi Key, MFA, Authentication) o End User Devices & New Hire Readiness o Business critical Applications • Identify, prioritize, and manage Top Problems based on volume, aging, reopens, agent productivity impact, and escalation intensity • Lead root cause analysis (RCA) efforts with L2/L3 teams, engineering, and vendors • Ensure corrective and preventive actions are defined, tracked, and institutionalized 2. Analytics Driven Insights & Signal Consolidation • Partner closely with the Cross Functional Data & Analytics team to: o Translate dashboards, trends, and patterns into actionable problem statements o Leverage insights from ticket data, CSAT/DSAT, reopens, reassignment, aging, and agent feedback • Establish a data backed prioritization model for Problem Management • Shift the organization from reactive firefighting to predictive and preventive problem elimination 3. Operating Model & Structure Definition • Define and institutionalize a clear Problem Management operating framework for AEO, including: o Intake and triage model o Problem vs. Incident governance o Ownership and accountability model o Escalation and decision paths • Create standard artifacts: o Problem charters o RCA templates o Action tracking and closure criteria o Executive ready problem summaries • Enable a repeatable, scalable way forward for ongoing problem identification and resolution 4. Cross Functional Leadership & Governance • Act as the single coordination point across ITSC, Engineering, Network, Voice, Security, Workplace, and Vendor teams • Drive problem review forums and governance cadences within AEO • Ensure dependencies and handoffs are visible, tracked, and actively managed • Escalate structural blockers early with data backed narratives 5. Continuous Improvement & Proactive Prevention • Partner with Automation and Engineering teams to: o Eliminate recurring issues permanently o Influence platform fixes, configuration changes, and control improvements • Embed problem learnings into: o Knowledge management o Training o Process and tool enhancements • Measure success through sustained reduction in: o Repeat incidents o High aging tickets o Reopens and reassignment o Agent productivity disruptions Success Metrics • Reduction in Top recurring agent-impacting issues • Decrease in ticket aging, reopens, and escalations • Improved MTTR and first time resolution • Clear visibility of problem ownership and closure • Demonstrable improvement in Agent Experience metrics Required Skills & Experience • Strong hands on experience in Problem Management (ITIL aligned, execution oriented) • Proven ability to work with data, trends, and analytics to drive decisions • Experience operating across multiple IT towers and vendors • Excellent stakeholder management and executive communication skills • Ability to define structure where none exists and drive adoption

Key Responsibilities

Job Title Problem Manager – Agent Experience Office (AEO) Location Chennai, India Role Objective The Problem Manager will be a foundational role within the Agent Experience Office (AEO), responsible for driving end-to-end problem management, converting cross functional analytics insights into systemic fixes, and establishing a clear, repeatable operating structure that reduces agent impacting issues at scale. This role focuses on proactive problem elimination, trend driven prioritization, and tight execution across L1–L3, Engineering, Vendors, and Business stakeholders, with a direct charter to improve Agent Experience, MTTR, Aging, Reopens, and Escalations. Key Responsibilities 1. Problem Management Execution (Core Accountability) • Own end to end Problem Management for Agent impacting issues across: o Network & Connectivity o Telephony & Voice o Identity & Access (Yubi Key, MFA, Authentication) o End User Devices & New Hire Readiness o Business critical Applications • Identify, prioritize, and manage Top Problems based on volume, aging, reopens, agent productivity impact, and escalation intensity • Lead root cause analysis (RCA) efforts with L2/L3 teams, engineering, and vendors • Ensure corrective and preventive actions are defined, tracked, and institutionalized 2. Analytics Driven Insights & Signal Consolidation • Partner closely with the Cross Functional Data & Analytics team to: o Translate dashboards, trends, and patterns into actionable problem statements o Leverage insights from ticket data, CSAT/DSAT, reopens, reassignment, aging, and agent feedback • Establish a data backed prioritization model for Problem Management • Shift the organization from reactive firefighting to predictive and preventive problem elimination 3. Operating Model & Structure Definition • Define and institutionalize a clear Problem Management operating framework for AEO, including: o Intake and triage model o Problem vs. Incident governance o Ownership and accountability model o Escalation and decision paths • Create standard artifacts: o Problem charters o RCA templates o Action tracking and closure criteria o Executive ready problem summaries • Enable a repeatable, scalable way forward for ongoing problem identification and resolution 4. Cross Functional Leadership & Governance • Act as the single coordination point across ITSC, Engineering, Network, Voice, Security, Workplace, and Vendor teams • Drive problem review forums and governance cadences within AEO • Ensure dependencies and handoffs are visible, tracked, and actively managed • Escalate structural blockers early with data backed narratives 5. Continuous Improvement & Proactive Prevention • Partner with Automation and Engineering teams to: o Eliminate recurring issues permanently o Influence platform fixes, configuration changes, and control improvements • Embed problem learnings into: o Knowledge management o Training o Process and tool enhancements • Measure success through sustained reduction in: o Repeat incidents o High aging tickets o Reopens and reassignment o Agent productivity disruptions Success Metrics • Reduction in Top recurring agent-impacting issues • Decrease in ticket aging, reopens, and escalations • Improved MTTR and first time resolution • Clear visibility of problem ownership and closure • Demonstrable improvement in Agent Experience metrics Required Skills & Experience • Strong hands on experience in Problem Management (ITIL aligned, execution oriented) • Proven ability to work with data, trends, and analytics to drive decisions • Experience operating across multiple IT towers and vendors • Excellent stakeholder management and executive communication skills • Ability to define structure where none exists and drive adoption

Skill Requirements

Job Title Problem Manager – Agent Experience Office (AEO) Location Chennai, India Role Objective The Problem Manager will be a foundational role within the Agent Experience Office (AEO), responsible for driving end-to-end problem management, converting cross functional analytics insights into systemic fixes, and establishing a clear, repeatable operating structure that reduces agent impacting issues at scale. This role focuses on proactive problem elimination, trend driven prioritization, and tight execution across L1–L3, Engineering, Vendors, and Business stakeholders, with a direct charter to improve Agent Experience, MTTR, Aging, Reopens, and Escalations. Key Responsibilities 1. Problem Management Execution (Core Accountability) • Own end to end Problem Management for Agent impacting issues across: o Network & Connectivity o Telephony & Voice o Identity & Access (Yubi Key, MFA, Authentication) o End User Devices & New Hire Readiness o Business critical Applications • Identify, prioritize, and manage Top Problems based on volume, aging, reopens, agent productivity impact, and escalation intensity • Lead root cause analysis (RCA) efforts with L2/L3 teams, engineering, and vendors • Ensure corrective and preventive actions are defined, tracked, and institutionalized 2. Analytics Driven Insights & Signal Consolidation • Partner closely with the Cross Functional Data & Analytics team to: o Translate dashboards, trends, and patterns into actionable problem statements o Leverage insights from ticket data, CSAT/DSAT, reopens, reassignment, aging, and agent feedback • Establish a data backed prioritization model for Problem Management • Shift the organization from reactive firefighting to predictive and preventive problem elimination 3. Operating Model & Structure Definition • Define and institutionalize a clear Problem Management operating framework for AEO, including: o Intake and triage model o Problem vs. Incident governance o Ownership and accountability model o Escalation and decision paths • Create standard artifacts: o Problem charters o RCA templates o Action tracking and closure criteria o Executive ready problem summaries • Enable a repeatable, scalable way forward for ongoing problem identification and resolution 4. Cross Functional Leadership & Governance • Act as the single coordination point across ITSC, Engineering, Network, Voice, Security, Workplace, and Vendor teams • Drive problem review forums and governance cadences within AEO • Ensure dependencies and handoffs are visible, tracked, and actively managed • Escalate structural blockers early with data backed narratives 5. Continuous Improvement & Proactive Prevention • Partner with Automation and Engineering teams to: o Eliminate recurring issues permanently o Influence platform fixes, configuration changes, and control improvements • Embed problem learnings into: o Knowledge management o Training o Process and tool enhancements • Measure success through sustained reduction in: o Repeat incidents o High aging tickets o Reopens and reassignment o Agent productivity disruptions Success Metrics • Reduction in Top recurring agent-impacting issues • Decrease in ticket aging, reopens, and escalations • Improved MTTR and first time resolution • Clear visibility of problem ownership and closure • Demonstrable improvement in Agent Experience metrics Required Skills & Experience • Strong hands on experience in Problem Management (ITIL aligned, execution oriented) • Proven ability to work with data, trends, and analytics to drive decisions • Experience operating across multiple IT towers and vendors • Excellent stakeholder management and executive communication skills • Ability to define structure where none exists and drive adoption

Other Requirements

Job Title Problem Manager – Agent Experience Office (AEO) Location Chennai, India Role Objective The Problem Manager will be a foundational role within the Agent Experience Office (AEO), responsible for driving end-to-end problem management, converting cross functional analytics insights into systemic fixes, and establishing a clear, repeatable operating structure that reduces agent impacting issues at scale. This role focuses on proactive problem elimination, trend driven prioritization, and tight execution across L1–L3, Engineering, Vendors, and Business stakeholders, with a direct charter to improve Agent Experience, MTTR, Aging, Reopens, and Escalations. Key Responsibilities 1. Problem Management Execution (Core Accountability) • Own end to end Problem Management for Agent impacting issues across: o Network & Connectivity o Telephony & Voice o Identity & Access (Yubi Key, MFA, Authentication) o End User Devices & New Hire Readiness o Business critical Applications • Identify, prioritize, and manage Top Problems based on volume, aging, reopens, agent productivity impact, and escalation intensity • Lead root cause analysis (RCA) efforts with L2/L3 teams, engineering, and vendors • Ensure corrective and preventive actions are defined, tracked, and institutionalized 2. Analytics Driven Insights & Signal Consolidation • Partner closely with the Cross Functional Data & Analytics team to: o Translate dashboards, trends, and patterns into actionable problem statements o Leverage insights from ticket data, CSAT/DSAT, reopens, reassignment, aging, and agent feedback • Establish a data backed prioritization model for Problem Management • Shift the organization from reactive firefighting to predictive and preventive problem elimination 3. Operating Model & Structure Definition • Define and institutionalize a clear Problem Management operating framework for AEO, including: o Intake and triage model o Problem vs. Incident governance o Ownership and accountability model o Escalation and decision paths • Create standard artifacts: o Problem charters o RCA templates o Action tracking and closure criteria o Executive ready problem summaries • Enable a repeatable, scalable way forward for ongoing problem identification and resolution 4. Cross Functional Leadership & Governance • Act as the single coordination point across ITSC, Engineering, Network, Voice, Security, Workplace, and Vendor teams • Drive problem review forums and governance cadences within AEO • Ensure dependencies and handoffs are visible, tracked, and actively managed • Escalate structural blockers early with data backed narratives 5. Continuous Improvement & Proactive Prevention • Partner with Automation and Engineering teams to: o Eliminate recurring issues permanently o Influence platform fixes, configuration changes, and control improvements • Embed problem learnings into: o Knowledge management o Training o Process and tool enhancements • Measure success through sustained reduction in: o Repeat incidents o High aging tickets o Reopens and reassignment o Agent productivity disruptions Success Metrics • Reduction in Top recurring agent-impacting issues • Decrease in ticket aging, reopens, and escalations • Improved MTTR and first time resolution • Clear visibility of problem ownership and closure • Demonstrable improvement in Agent Experience metrics Required Skills & Experience • Strong hands on experience in Problem Management (ITIL aligned, execution oriented) • Proven ability to work with data, trends, and analytics to drive decisions • Experience operating across multiple IT towers and vendors • Excellent stakeholder management and executive communication skills • Ability to define structure where none exists and drive adoption