Project Manager I

UST

0 years

0 Lacs

trivandrum kerala india

Posted:6 days ago| Platform:

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Skills Required

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

Work Mode

On-site

Job Type

Full Time

Job Description

Role Description

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.

Skills

project management,java,operations PM,Technical Support

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