Job Description

We are seeking an experienced

Subject Matter Expert (Support & Operations)

to drive operational excellence across PMO, DMO, and CPO functions. This role is responsible for ensuring timely incident and escalation resolution in line with SLAs, strengthening governance, and improving customer satisfaction through proactive communication and analysis. The SME will also mentor teams, standardize processes, and contribute to capacity planning, root cause analysis, and continuous service improvement initiatives.

Key Responsibilities

Ensure escalations and incidents are resolved promptly and in compliance with SLAs, implementing corrective actions where required. Mentor team members, develop

SOPs

, and maintain clear documentation to support knowledge sharing and operational efficiency. Validate and oversee change order implementation plans, ensuring compliance and minimizing risks of human error. Support

capacity planning

efforts to align resources with operational needs. Participate in customer meetings, gather feedback, and address challenges to improve satisfaction. Conduct

root cause and trend analysis

, validate findings, and deliver actionable insights to stakeholders.

Skills & Experience

Proven expertise in

project management methodologies

with strong exposure to DMO and project execution. Strong analytical skills, with experience in trend analysis and root cause investigations. Excellent stakeholder engagement, communication, and presentation abilities. Familiarity with SLA governance, incident management, and escalation processes. Knowledge of

capacity planning

and change management frameworks.

Preferred Certifications

Project Management Professional (PMP)

ITIL Foundation

Job Type: Full-time

Pay: 220.00-250.00 per day

Work Location: In person