Expert Support Engineer- Program Manager - Support

Scope :

• Program Manageris responsiblefor leadingandgoverningmultiple complex engagements within the Surround Support portfolio. This role will be responsible for driving end-to-end program execution, stakeholder alignment, and delivery excellence across multiple customer accounts and cross-functional teams.

• The Program Manager acts as a strategic interface between customers, delivery teams, and leadership, ensuring high-quality service delivery, proactive risk management, and continuous improvement across all engagements.

What will you do :

• Lead and manage multiple concurrent programs/projects across Surround Support engagements

• Establish robust governance frameworks including cadence calls, reporting, and risk management

• Act as the primary interface for senior customer stakeholders, Account Leads, and internal leadership

• Build strong relationships across Product Development (PD), Platform Engineering (PE), and Support teams

• Provide executive-level updates, EBR/QBR inputs, and program status reports

• Oversee program planning, resource allocation, and capacity management

• Ensure alignment across multiple workstreams, dependencies, and delivery milestones

• Track and manage risks, issues, mitigation plans, and escalations

• Drive initiatives to improve operational efficiency, automation, and process maturity

• Promote best practices in incident management, batch monitoring, and service delivery

• Identify opportunities for optimization, cost efficiency, and value realization

What we are looking at :

• 15+ years of experience in IT services, support, or program management rolesand AI

• Proven track record of managing large-scale, multi-project programs

• Experience in customer-facing roles with enterprise clients

• Certifications preferred: PMP /PgMP/ PRINCE2

• Bachelor's degree required Master's degree preferred

• Strong expertise inprogrammingmethodologies (Agile, Waterfall, Hybrid)

• Proven ability to manage large, complex, multi-customer programs

• Excellent stakeholder management and executive communication skills

• Strong analytical and problem-solving capabilities

• Ability to operate effectively in a 24x7 global delivery model