Job / Role Description : The Project Manager will be responsible for managing day-to-day support operations across multiple applications or platforms. This role includes coordinating with cross-functional teams ensuring timely resolution of issues managing SLAs driving process improvements and maintaining high customer satisfaction. The PM will also oversee documentation reporting stakeholder communication and escalation management.
Skills / Experience
- 10 years of overall experience and 5 years of experience in managing application support projects (L1 / L2 / L3)
- 5 years in incident problem and change management following ITIL best practices
- 5 years of experience with ticketing tools such as ServiceNow / Jira for queue management dashboarding and SLA tracking
- 4 years of stakeholder & vendor coordination including escalations and governance calls
- 4 years experience preparing status reports RCA documentation and SOPs
- 4 years of release and deployment coordination experience for enhancements or fixes
- 4 years in resource planning workload management and sprint planning (for support sprints)
- 4 years of experience in customer communication expectation management and conflict resolution
- Knowledge of Agile or hybrid delivery models; Familiarity with LMS CRM ERP or other enterprise applications (depending on project)
- Basic exposure to SQL for validation checks; Understanding of cloud environments (AWS / Azure) in a support context
- Knowledge of documentation tools (Confluence SharePoint); Understanding of integrations APIs and basic troubleshooting workflows
- Prior experience in working on Agile / Scrum projects with exposure to tools like Jira / Azure DevOps
- Communicate effectively with internal and customer stakeholders (technical and non-technical )
- Problem-Solving and Analytical Thinking; Capability to troubleshoot and resolve issues efficiently
- Strong interpersonal skills to build and maintain productive relationships with team members
- Provide constructive feedback during reviews and be open to receiving the feedback
- Analytical mindset; Communication approach : verbal emails and instant messages
- Provides regular updates proactive and due diligent to carry out responsibilities
Expected Outcome
Ensure 99% SLA compliance across all support activitiesMaintain high customer satisfaction through predictable and transparent support operationsImprove support efficiency by implementing process optimizations and automation opportunitiesReduce incident volume through proactive problem management and RCA-driven actionsEstablish a well-organized knowledge base SOPs and runbooksImprove communication and governance through structured reporting and cadence callsDeliver seamless release cycles with minimal production issues and zero major outagesKey Skills
Project Management Methodology,Project / Program Management,Construction Estimating,Construction Experience,PMBOK,Visio,Construction Management,Project Management,Project Management Software,Microsoft Project,Project Management Lifecycle,Contracts
Employment Type : Full Time
Experience : years
Vacancy : 1