{"id":1428136,"url":"https://alion.io/job/asian-hires-senior-program-manager-it-infrastructure","title":"Senior Program Manager IT Infrastructure","company":{"id":3800806,"name":"Asian Hires","domain":"asianhires.in","url":"https://alion.io/company/asian-hires","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":null},"role":"DevOps","role_family":"DevOps","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mumbai, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":20000,"max_usd":56000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":12},"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-28T22:38:34Z","employer_posted_date":null,"last_verified_at":"2026-09-28T22:38:34Z","board_verified":false,"closed_at":null,"days_open":15,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":15},"description":"Experience: 8–12+ Years\nLocation: Bhandup, Mumbai\nCTC: Up to 20 LPA\nWork Mode: WFO\n\nRole Overview\nWe are looking for an experienced Program Manager to manage end-to-end IT projects and service delivery, ensuring timely execution, effective stakeholder coordination, and achievement of project KPIs, SLAs, and business objectives.\n\nKey Responsibilities:\n\nService Delivery & Customer Management\nAct as the Single Point of Contact (SPOC) for all IMS, End User Support, and customer-related issues.\nEnsure adherence to SLA commitments, service norms, and contractual obligations.\nReview service performance periodically with customers and drive continuous service improvement.\nHandle customer escalations and ensure timely resolution to maintain high customer satisfaction.\nOrganize and manage resources required for smooth account operations and service delivery.\n\nEnd User Support Management\nOversee Service Desk, Desktop Support, Laptop Support, VIP Support, IMAC, and End User Computing (EUC) services.\nEnsure timely resolution of incidents, service requests, and user issues as per agreed SLAs.\nMonitor support performance and implement corrective actions to improve user experience and service quality.\n\nQuality, Process & Compliance\nEnsure implementation and maintenance of Quality Management Systems (QMS) across the account.\nImplement and govern all IMS processes covered under the contract.\nPrepare, maintain, and review process/procedure documentation bi-annually with proper version control.\nIdentify and escalate quality issues, ensuring timely corrective and preventive actions.\nManage customer-supplied assets/products and ensure compliance with contractual requirements.\n\nPeople & Resource Management\nIdentify training needs and ensure engineers receive required technical and process training.\nConduct periodic performance reviews of engineers and publish monthly performance reports.\nEnsure discipline, work ethics, and adherence to organizational policies.\nMaintain resource availability for onsite/remote support and ensure backup resources for business continuity.\nPublish activity calendars and coordinate with dependent teams for resource planning.\nAudit & Governance\nConduct internal audits and participate in client audits, governance reviews, and audit meetings.\nAddress auditor observations and support closure of audit findings.\nPerform pre-audit verification of branches/sites using defined audit checklists.\nRecommend and manage approved process deviations where applicable.\n\nVendor Management\nAct as the primary contact for all client IT vendors and AMC partners.\nMaintain vendor databases, including contact details, escalation matrices, SLAs/SLOs, response, and resolution timelines.\nCoordinate vendor calls logging, tracking, escalation, and closure.\nMonitor vendor performance and publish periodic performance reports.\nEnsure vendor issues are resolved within committed SLAs.\n\nRequired Skills:\n• Infrastructure Managed Services (IMS)\n• End User Support / EUC Management\n• ITIL & IT Service Management (Incident, Problem, Change & Request Management)\n• SLA/KPI Governance\n• Customer & Stakeholder Management\n• Vendor & AMC Management\n• Audit & Compliance Management\n• Team 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