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Project Manager I

Project Manager I

UST

10 - 15 years

0 Lacs

trivandrum kerala india

Posted:3 days ago| Platform:

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Skills Required

support service management troubleshooting servicenow monitoring metrics governance reporting analysis analyze splunk appdynamics azure itil drive automation documentation onboarding offboarding tracking learning agile kanban jira confluence development optimization efficiency

Work Mode

On-site

Job Type

Full Time

Job Description

Role Description

Exp : 10 to 15 Years

Location : Kochi / Thiruvendram

Technical PM – Operations & Support Manager

Role Overview

The Operations & Support Manager is responsible for ensuring seamless service delivery, operational excellence, and strict process adherence across incident, problem, and change management functions. This role requires strong technical acumen, hands-on troubleshooting capabilities, and the ability to manage customer expectations while driving continuous improvements.

Key Responsibilities

Operational Excellence: Ensure 100% adherence to defined processes and SLAs through ServiceNow, monitoring key performance metrics such as MTTR, MTTA, and MTBF.
Governance & Reporting: Lead WSR (Weekly Status Review), MSR (Monthly Status Review), and QBR (Quarterly Business Review) with customers and stakeholders.
Incident & Problem Management: Manage proactive incident handling, conduct Root Cause Analysis (RCA), and analyze patterns in ticket volumes, team capacity, and recurring issues.
Technical Troubleshooting: Provide hands-on investigation using tools like Splunk, AppDynamics, and other observability/telemetry platforms.
Cloud & Operations: Utilize strong Azure, L1/L2 operations, and ITIL experience to drive efficient service management.
Automation & Documentation: Identify automation opportunities and maintain accurate SOPs, runbooks, and technical documentation.
Stakeholder Management: Maintain strong business relationships, ensuring alignment with customer SLAs, expectations, and service quality.
Team & Process Governance: Monitor team activities, manage escalations, track backlog, and ensure proper onboarding/offboarding of resources.
Financial Oversight: Support operational metrics including EBITDA tracking and productivity improvements.

Preferred Qualifications

Expertise in Azure Cloud and understanding of platform/application operations.
Strong technical affinity with a quick learning ability across new tools and business areas.
Experience with ITIL, Agile (Kanban), and tools such as JIRA and Confluence.
Previous hands-on experience in Development or Operations is highly preferred.
Proven ability to drive automation, process optimization, and service improvements.

Core Skills

Technical Project Management
Production Support
Application Development
Infrastructure & Cloud Operations

Skills

Technical Project Management,Production Support,Application Development,Infrastructure

Additional Comments

Technical PM Role: Operations and Support Manager o Ensure 100% process adherence and operational excellence, tracking SLAs and KPIs (MTTR, MTTA, MTBF) through ServiceNow. o Conduct WSR, MSR, and QBR with customers and stakeholders, ensuring smooth service delivery. o Drive proactive incident management, perform RCA, and analyze ticket trends, team capacity, and recurring issues. o Provide hands-on troubleshooting using Splunk, AppDynamics, or similar telemetry tools. o Strong Azure and L1/L2 operations exposure, ensuring incident, problem, and change management efficiency. o Identify and implement automation opportunities, maintaining SOPs, runbooks, and documentation. o Maintain strong stakeholder relationships, ensuring alignment with customer expectations. o Monitor team activities, backlog, escalations, and EBITDA tracking to optimize operations. o Support resource onboarding/offboarding and ensure governance across all operational processes. Preferred Qualifications: o Cloud expertise, particularly Azure, and familiarity with platform and business operations. o Strong technical affinity, with the ability to learn and adapt to new business areas. o Experience in ITIL processes, Agile methodologies (Kanban), and tools like JIRA, Confluence. o Previous technical hands-on experience (Dev or Ops) is a plus. o Proven ability to drive automation and process improvements within operations.

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Project Manager I