Systems Support Global Program Manager (India)

Systems Support Global Program Manager Experience: Not Available to Not Available years Location: Belen, CRI Skills: ITIL, incident management, problem resolution, technical documentation, knowledge management, support metrics, third-party vendor management, service desk tools, change management, stakeholder management Company Overview JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether youve got deep experience in commercial real estate, skilled trades or technology, or youre looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. What this job involves: The Systems Support Global Program Manager leads and develops the technical support team responsible for delivering high-quality support services across third-party business systems during Technical Support Hours. You will oversee comprehensive support operations, ensuring effective incident management, problem resolution, and knowledge management while maintaining service level agreements and customer satisfaction. This position requires robust leadership skills to manage support teams, establish operational procedures, and drive continuous improvement initiatives while maintaining high standards of service delivery. Working closely with stakeholders across the organization, you will ensure efficient resolution of technical issues through effective team coordination, process optimization, and resource management. Success in this role demands a combination of technical expertise, leadership capabilities, and strategic thinking to build and maintain a high-performing support organization while consistently meeting service level commitments and driving measurable improvements in support operations. You must also effectively balance day-to-day operational management with long-term strategic initiatives to enhance support capabilities and team effectiveness. What your day-to-day will look like: - Lead incident management and support request handling, managing escalations and problem resolution across third-party business systems - Maintain technical documentation and knowledge base including system configuration records, troubleshooting guides, known issue/resolution logs, and support metrics and trend analysis - Monitor and maintain service delivery according to SLAs: Urgent issues (60-minute response, 1-day resolution), High priority issues (2-hour response, 2-day resolution), Normal issues (4-hour response, 3-day resolution), and Low priority issues (8-hour response, 5-day resolution) - Oversee support channels management including ticketing systems, email, and Slack, leading team performance monitoring and workload distribution - Establish and maintain support processes and procedures, driving continuous improvement of support services - Manage knowledge management and documentation practices, monitoring and reporting on support metrics and trends - Produce service level agreement reports, incident management reports, support metrics and trend analysis, and customer satisfaction reports - Develop root cause analysis documentation, support trend analysis reports, and operational improvement recommendations - Create and maintain process documentation and SOPs, tracking team performance metrics. Required Qualifications: - Bachelor's degree in business, computer science, information systems, liberal arts, or related field - 7 years' experience in technical support management - Strong understanding of ITIL practices and service delivery - Experience managing support teams and operations - Proven track record of incident management and problem resolution - Excellence in process improvement and documentation - Strong analytical and problem-solving skills. Preferred Qualifications: - Master's degree in related field - ITIL certification - Experience with third-party vendor management - Knowledge of enterprise software platforms - Experience with service desk tools and processes - Change management certification - Background in process improvement methodologies - Experience leading and developing technical support teams responsible for delivering high-quality support services - Track record of maintaining service level agreements and customer satisfaction in support operations - Experience establishing operational procedures and driving continuous improvement initiatives - Background in effective team coordination, process optimization, and resource management - Ability to balance day-to-day operational management with long-term strategic initiatives - Experience producing comprehensive support metrics, trend analysis, and operational improvement recommendations - Strong stakeholder management