Associate Program Manager

Role Overview

JOB DESCRIPTION

We are seeking a seasoned Operations Lead / Shift Lead to manage end-to-end service delivery for IT Infrastructure / Network / Managed Services operations. The role will be responsible for leading large operational teams, ensuring SLA adherence, driving incident and escalation management, and continuously improving operational efficiency in a 24x7 environment.

This position requires strong experience in BPO-style service delivery combined with IT/NOC operations, client-facing leadership, and shift-based operational ownership.

Key Responsibilities

Shift Leadership & Operations

• Lead and coordinate all NOC activities during the assigned shift (24x7 environment).
• Assign and prioritize work across NOC analysts (alerts, incidents, requests, change monitoring).
• Ensure adherence to operational processes, runbooks, and escalation procedures.
• Provide mentorship, coaching, and real-time guidance to NOC team members.
  
  

Monitoring & Incident Management

• Oversee proactive monitoring of network, servers, applications, cloud platforms, and customer-facing services using monitoring/observability tools.
• Triage alarms, validate impact, open/track incidents, and ensure timely escalation to engineering/on-call teams.
• Act as Incident Commander (or support the IC) for high-severity incidents and major outages.
• Drive service restoration by coordinating cross-functional teams (Network, Systems, App, Security, Vendor/Carrier).
  
  

Communications & Stakeholder Management

• Provide clear, timely internal and external communications during incidents (status updates, ETAs, business impact).
• Participate in customer/escalation calls as required and manage expectations professionally.
• Maintain accurate shift logs, incident timelines, and handoff notes between shifts.
• Maintain strong client relationships with a focus on delivery excellence
• Coordinate with internal teams, vendors, and third-party partners
• Support service reviews, operational reporting, and governance meetings
  
  

Change & Maintenance Oversight

• Monitor scheduled changes/maintenance windows to confirm successful execution and detect regressions.
• Enforce change control policies and ensure post-change validation is performed.
• Identify and flag high-risk changes and ensure proper readiness and rollback plans.
  
  

Problem Management & Continuous Improvement

• Identify recurring issues and trends; propose improvements to monitoring, automation, and runbooks.
• Contribute to incident postmortems (RCA support), including timeline accuracy and action items.
• Recommend process improvements to reduce noise, improve MTTR, and enhance service reliability.
  
  

Reporting & Compliance

• Track and report shift performance metrics (tickets handled, SLA compliance, alert response times).
• Ensure tickets are updated with accurate notes, categorization, and resolution details.
• Support compliance requirements (audit trails, access control, documentation discipline).
  

Required Skills & Competencies

• Strong experience in IT Operations / Service Delivery / BPO Operations
• Hands-on exposure to NOC, SOC, Data Center Operations, Infrastructure Support
• Deep understanding of ITIL processes (Incident, Problem, Change, Service Management)
• Excellent people leadership, escalation handling, and decision-making skills
• Strong communication and stakeholder management abilities
  
  

Qualifications & Experience

• 12–15 years of experience in Operations / Service Delivery roles
• Proven experience managing shift-based, 24x7 operations
• ITIL certification preferred; Project Management certifications are a plus
  
  

About The Team

eClerx is a global leader in productized services, bringing together people, technology and domain expertise to amplify business results. Our mission is to set the benchmark for client service and success in our industry. Our vision is to be the innovation partner of choice for technology, data analytics and process management services. Since our inception in 2000, weve partnered with top companies across various industries, including financial services, telecommunications, retail, and high-tech. Our innovative solutions and domain expertise help businesses optimize operations, improve efficiency, and drive growth. With over 18,000 employees worldwide, eClerx is dedicated to delivering excellence through smart automation and data-driven insights. At eClerx, we believe in nurturing talent and providing hands-on experience.

eClerx is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability or protected veteran status, or any other legally protected basis, per applicable law.

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