Project Manager I

9 - 12 Years
1 Opening
Trivandrum

Role: Technical Project Manager – Operations & Support Manager

Key Responsibilities:

• Ensure 100% process adherence and operational excellence by tracking SLAs and KPIs (MTTR, MTTA, MTBF) through ServiceNow.

• Conduct Weekly, Monthly, and Quarterly Service Reviews (WSR, MSR, QBR) with customers and stakeholders to ensure smooth service delivery.

• Drive proactive incident management, perform Root Cause Analysis (RCA), and analyze ticket trends, team capacity, and recurring issues.

• Provide hands-on troubleshooting support using Splunk, AppDynamics, or similar telemetry and monitoring tools.

• Leverage strong Azure and L1/L2 operations experience to ensure efficient incident, problem, and change management.

• Identify and implement automation opportunities to improve operational efficiency, maintaining updated SOPs, runbooks, and documentation.

• Maintain strong stakeholder relationships and ensure delivery outcomes align with customer expectations.

• Monitor daily team activities, backlog, escalations, and EBITDA tracking to optimize operations and resource utilization.

• Support onboarding and offboarding of resources while ensuring governance across all operational processes.

Preferred Qualifications:

• Strong cloud expertise, particularly in Microsoft Azure, with understanding of both platform and business operations.

• Solid technical foundation with the ability to learn and adapt to new technologies and business areas.

• Experience with ITIL processes, Agile methodologies (Kanban), and tools such as JIRA and Confluence.

• Previous hands-on experience in Development or Operations roles is an advantage.

• Demonstrated ability to drive automation and process improvements within operations.

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