PROGRAM DIRECTOR - Project Management

About the Role

We are looking for an experienced Onshore Program Coordinator with 12+ years of experience to support the governance, coordination, and day-to-day management of a large-scale production support program covering 16+ enterprise applications. The role will serve as a key interface between client stakeholders, offshore L1/L2/L3 support teams, application owners, infrastructure teams, vendors, and business users. The candidate will drive operational governance, incident/service coordination, reporting, escalations, SLA tracking, and continuous improvement across the application portfolio.

Responsibilities

• Coordinate large enterprise application support environments.
• Support governance and day-to-day management of 16+ enterprise applications.
• Serve as a key interface between client stakeholders, offshore support teams (L1/L2/L3), application owners, infrastructure teams, vendors, and business users.
• Drive operational governance, incident/service coordination, reporting, escalations, and SLA tracking.
• Manage Major Incident escalations and ensure adherence to ITIL processes, including:
  • Incident Management
  • Problem Management
  • Change Management
  • Service Request Management
  • Knowledge Management
• Monitor and report on SLA/KPI compliance and operational performance.
• Analyze support dependencies across applications, infrastructure, databases, integrations, and cloud environments.
• Leverage tools such as ServiceNow, Jira, Azure DevOps, Power BI, and Excel for service management and reporting.
• Collaborate with geographically distributed and onshore-offshore teams.

Requirements

• 12+ years of overall IT experience, preferably with significant experience in production/application support.
• Experience supporting 15+ applications or a complex multi-application landscape is preferred.
• Strong understanding of ITIL processes.
• Experience in SLA/KPI management and operational governance.
• Experience working with L1/L2/L3 support models.
• Excellent client-facing and stakeholder management skills.
• Strong experience in incident escalation and Major Incident Management.
• Good understanding of application, infrastructure, database, integration, and cloud support dependencies.
• Strong analytical and reporting skills.
• Proficiency with tools such as ServiceNow, Jira, Azure DevOps, Power BI, or equivalent service management/reporting platforms.
• Excellent verbal and written communication skills.
• Ability to work effectively with geographically distributed teams.