NeGD is currently inviting applications for the following positions purely on Contract basis initially for a period of 3 years which is further extendable as per the requirement of the project.

Key Responsibilities

• Manage day-to-day operations of all NeGD-operated HelpDesk/Call Centers and ensure smooth functioning.
• Handle tickets/ social media/ Call, Letter, RTI or any channel of NeGD for grievance of Citizens (if required by NeGD)
• Mentor and guide team, fostering best practices and continuous improvement
• Monitor performance of HelpDesk/Call Center Executives/ Operators (CCEs), supervisors, and support teams, ensuring adherence to SLAs and quality standards, security, and regulatory compliance
• Proactively identify risks, dependencies, and issues; drive mitigation, resolution, and escalation as required
• Coordinate with internal technical teams, different project owners, and partner agencies for integration, resolve escalations and operational issues.
• Oversee workforce planning, training, shift management, and performance evaluation.
• Implement process improvements to enhance efficiency, reduce turnaround time, and improve customer satisfaction.
• Maintain operational reports, MIS dashboards, call analytics, and share periodic updates with senior officials.
• Ensure compliance with guidelines, data security standards, and grievance handling protocols.
• Conduct regular review meetings and facilitate refresher trainings for staff to maintain service quality.
• Handle incident reporting, analyze recurring issues, and drive corrective and preventive actions.
• Assist in vendor management/resource hiring, payments and related administrative approvals etc.
• Prepares and presents concise progress reports, technical strategy updates, and governance reviews to executive and technical stakeholders, translating complex technical risks into clear business impacts.
• Any other tasks assigned by the Reporting Officer/Director

Important Links:

About National e-Governance Division (NeGD)

The National e-Governance Division (NeGD) is an independent business division under the Digital India Corporation, Ministry of Electronics and Information Technology. NeGD has been playing a pivotal role in supporting MeitY in Programme Management and implementation of e-Governance projects and initiatives undertaken by various Ministries/ Departments, both at the Central and State levels.

NeGD has been spearheading several innovative initiatives under the aegis of the Digital India Programme. Those have been developed keeping the vision areas of Digital India at the core- providing digital infrastructure as a core utility to every citizen, governance and services on demand and in particular, digital empowerment of the citizens of our country; some of these initiatives include DigiLocker, UMANG, Poshan Tracker, OpenForge Platform, API Setu, National Academic Depository, Academic Bank of Credits, Learning Management System.