Project Manager I

10 - 16 Years
1 Opening
Trivandrum

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

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.