SME - Program & Project Management
Poland
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Job Description
SME - Program & Project Management
Others, Kujawsko-Pomorskie

Job Summary

Oversight of daily operations of the incident process, assuring adherence to service level agreements\\\\r\\\\nManaging Critical Incidents, leading technical and customer calls from start till resolution.\\\\r\\\\nService level and performance reporting.\\\\r\\\\nTrend analysis and improvement implementation. \\\\r\\\\nRoot Cause Analysis, identification and elimination of root causes of recurring incidents. \\\\r\\\\nOverseeing the creation, review and revision of knowledge documentation. \\\\r\\\\nChange lifecycle management, evaluating, creating and processing change requests, post implementation review. \\\\r\\\\nDaily customer, management and technical team communication and status reporting. 

 

 

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Implementing Corrective Actions According To Agreed Slas.
2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Facilitate Knowledge Sharing And Operational Efficiency.
3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning To Align Resources With Operational Demands.
4. Engage In Customer Meetings To Gather Feedback And Understand Challenges, Ensuring A Focus On Enhancing Customer Satisfaction Through Proactive Communication And Support.
5. Conduct Root Cause Analyses And Trend Analyses, Validating Findings And Reports To Provide Actionable Insights For Key Business Stakeholders To Improve Operational Performance.

Oversight of daily operations of the incident process, assuring adherence to service level agreements Managing Critical Incidents, leading technical and customer calls from start till resolution. Service level and performance reporting. Trend analysis and improvement implementation. Root Cause Analysis, identification and elimination of root causes of recurring incidents. Overseeing the creation, review and revision of knowledge documentation. Change lifecycle management, evaluating, creating and processing change requests, post implementation review. Daily customer, management and technical team communication and status reporting.

 

Skill Requirements

1. Proficient In Project Management Methodologies And Tools, Particularly In Dmo And Project Execution.
2. Strong Analytical Skills With The Ability To Perform Trend Analysis And Root Cause Investigations.
3. Excellent Communication And Interpersonal Skills To Effectively Liaise With Stakeholders And Present Findings.
4. Familiarity With Sla Management And Incident Resolution Processes.
5. Knowledge Of Capacity Planning And Change Management Principles.

Oversight of daily operations of the incident process, assuring adherence to service level agreements Managing Critical Incidents, leading technical and customer calls from start till resolution. Service level and performance reporting. Trend analysis and improvement implementation. Root Cause Analysis, identification and elimination of root causes of recurring incidents. Overseeing the creation, review and revision of knowledge documentation. Change lifecycle management, evaluating, creating and processing change requests, post implementation review. Daily customer, management and technical team communication and status reporting.

Other Requirements

Oversight of daily operations of the incident process, assuring adherence to service level agreements Managing Critical Incidents, leading technical and customer calls from start till resolution. Service level and performance reporting. Trend analysis and improvement implementation. Root Cause Analysis, identification and elimination of root causes of recurring incidents. Overseeing the creation, review and revision of knowledge documentation. Change lifecycle management, evaluating, creating and processing change requests, post implementation review. Daily customer, management and technical team communication and status reporting. 1. Optional But Valuable Certifications: Project Management Professional (Pmp), Itil Foundation Certification

 
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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.