SME - Program & Project Management
India
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Job Description
SME - Program & Project Management
Chennai, Tamil Nadu

Job Summary

Job TitleProblem Manager – Agent Experience Office (AEO)LocationChennai, IndiaRole ObjectiveThe 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 Responsibilities1.

Key Responsibilities

Job TitleProblem Manager – Agent Experience Office (AEO)LocationChennai, IndiaRole ObjectiveThe 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 Responsibilities1.

Skill Requirements

Job TitleProblem Manager – Agent Experience Office (AEO)LocationChennai, IndiaRole ObjectiveThe 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 Responsibilities1.

Other Requirements

Job TitleProblem Manager – Agent Experience Office (AEO)LocationChennai, IndiaRole ObjectiveThe 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 Responsibilities1.
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.