Job Description

Job Title: Technical Project Manager

Location: On-Site (Fosters City)

Job Type: C2H / FTE

Job 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.

• Primary (Must have skills)* - To be Screened by TA Team

10+ years of overall experience and 4+ years of experience in managing application support projects (L1/L2/L3).

4+ years in incident, problem, and change management following ITIL best practices.

4+ 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.

• Secondary Skills to be planned Post Hiring - Training Plan

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.

• Soft skills/other skills - To be Evaluated by Hiring Manager (To define how this will be evaluated)

Communication Skills:

Communicate effectively with internal and customer stakeholders (technical and non-technical )

Communication approach: verbal, emails and instant messages

Interpersonal Skills:

Strong interpersonal skills to build and maintain productive relationships with team members

Provide constructive feedback during reviews and be open to receiving the feedback.

Problem-Solving and Analytical Thinking:

Capability to troubleshoot and resolve issues efficiently.

Analytical mindset

Task/ Work Updates

Prior experience in working on Agile/Scrum projects with exposure to tools like Jira/Azure DevOps

Provides regular updates, proactive and due diligent to carry out responsibilities

• Expected Outcome

Ensure 99%+ SLA compliance across all support activities.

Maintain high customer satisfaction through predictable and transparent support operations.

Improve support efficiency by implementing process optimizations and automation opportunities.

Reduce incident volume through proactive problem management and RCA-driven actions.

Establish a well-organized knowledge base, SOPs, and runbooks.

Improve communication and governance through structured reporting and cadence calls.

Deliver seamless release cycles with minimal production issues and zero major outages.

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