Seeking an experienced Program Manager to lead mission-critical production support engagements within a 24x7 operational environment. This role is pivotal in ensuring high customer satisfaction, driving service excellence, and managing complex support operations. The ideal candidate will possess a strong background in managing client relationships and operational metrics.

This position requires a proactive leader capable of overseeing incident, problem, and change management processes. You will be responsible for conducting thorough root cause analyses, implementing preventive measures, and spearheading service improvement initiatives to boost application reliability and performance.

The Program Manager will also coordinate effectively with cross-functional teams, vendors, and stakeholders. Ensuring adequate team training and resource allocation is crucial. This role demands a forward-thinking individual who stays abreast of industry trends to drive continuous improvement for optimal application availability and business continuity.

- Lead mission-critical Production Support engagements in a 24x7 support environment. - Manage client relationships and ensure high customer satisfaction. - Drive SLA adherence, service governance, and operational excellence. - Oversee incident, problem, and change management processes. - Conduct root cause analysis and implement preventive actions. - Lead service improvement initiatives for enhanced reliability and performance. - Coordinate cross-functional teams, vendors, and stakeholders. - Ensure teams are adequately trained and resourced. - Implement best practices in application design, deployment, monitoring, and maintenance. - Track industry trends and drive continuous improvement for optimal application availability and business continuity.

This role requires 8-12 years of experience in Production Support or Service Delivery leadership. Mandatory skills include Scrum, Enterprise And Business Architecture, Change Management, and Agile Safe. Optional skills that are beneficial include Software Configuration, Account Management, Programme Management, and Proposal Building.

Behavioral competencies such as "Help the tribe," "Think Holistically," "Win the Customer," "One Birlasoft," "Results Matter," and "Get Future Ready" are important for success in this role.

Functional skills like Stakeholder Relationship Management, Demand Management, P&L Management, Quality Assurance, Estimation & Scheduling, Project Management, Team Management, and Requirements Definition And Management will be key in executing responsibilities effectively.