Administration And support- Project and program

Role Overview

We are looking for an experienced Project Executive -- Support & Operations to support service operations, ticket resolution, project operational governance, customer lifecycle activities, financial operational hygiene, and SLA-driven service delivery in an IT infrastructure support environment.

Key Responsibilities

• Independently resolve service tickets within agreed SLA timelines for response and resolution
• Provide on-call support for escalated operational issues
• Conduct root cause analysis for recurring or escalated issues
• Ensure compliance with quality standards, regulatory requirements, and company policies
• Maintain and update knowledge base documentation
• Support team enablement through training and analyst coaching
• Drive strong customer experience through first-call resolution and minimized ticket reopens
• Support customer financial deliverables and operational hygiene
• Manage customer/project onboarding, offboarding, and lifecycle management
• Support internal and external financial audits, including historical case management
• Work with resource allocation / delimitation systems
• Support recruitment requisition processes
• Work with procurement processes, billing systems, and project lifecycle support
• Support MIS reporting, audit readiness, stakeholder communication, SLA governance, and quality processes
• Work within IT infrastructure services / field services contracting environments

Required Skills

• Strong understanding of project management principles in support operations
• Experience with DMO / ticket management tools
• Strong analytical and problem-solving skills
• Experience in:
  • SLA management
  • Customer service operations
  • Resource management systems
  • Procurement processes
  • Billing management systems
  • Audit & quality management
  • Stakeholder management
  • IT infrastructure support operations
• Understanding of contracting terminology for IT infrastructure field services

Preferred Qualifications

• PMP / ITIL Foundation / similar certifications (preferred)
• Strong MS Office skills
• Excellent communication and analytical capabilities

Application

Job Location- Remote from Germany

Send your CV here or email: monosree@adastraconsultants.com