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

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 (YubiKey, 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 (YubiKey, 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 (YubiKey, 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 (YubiKey, 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
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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.