Project Manager with ITIL

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

Key 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