Technology Demand Manager (Project Management)

What can you expect in a Technology Demand Manager role with TaskUs:

Think of yourself as someone who is responsible for coordinating with Engineering, PMO and other IT related teams on tasks required for the implementation and provisioning of infrastructure and systems necessary to support client or internal technology approved projects using proven PMI tools, techniques and best practices.

This individual will join our IT Demand Management organization supporting approved technical project management endeavors for internal enterprise and clients outsourcing services. They will have project oversight surrounding the following areas, but not limited to: supporting technical implementation of client programs, site builds, data center migrations, network and firewall setup for new client system access, integration of SaaS cloud partner configurations and various other program technical functional area dependencies.

This role will report directly to the Sr. Manager of Technology Demand Management and will have the responsibility of direct oversight of technical functional resources spanning from 5 25 project employees and project management of typically three (3) to four (4) projects over various project stages consecutively.

Key Responsibilities:

• Develop detailed work plans for projects and support project team members in the creation of a formal WBS for their work.
• Identify project scope, timeline, budget, and success measures.
• Provide immediate conflict resolution and timely issue escalations.
• Manage and guide internal technical functional areas.
• Create presentations for project kick-off and closure.
• Conduct formal risk management activities throughout the life cycle of the project.
• Ensure timely resolution of all pre- and post- production issues meeting or exceeding SLA's.
• Prioritize production implementation & change activities.
• Maintain rigor around assigned projects change management.
• Ensure project status reporting and updating are done on time.
• Maintain a knowledge base of lessons learned for all assigned IT related projects.
• Create project documentation and conduct knowledge transfer to Technical Account Management and IT Operations.
• Coordinate with telecommunications service providers and/or vendors for acquisition and timely delivery of needed equipment and technical support.

Required Qualifications:

• IT related certifications (e.g. ITIL, Scrum, PMP, SaaS Provider certifications) are not required but a plus.
• At least 4-5 years of experience in technical project management (Call center experience is a plus).
• Proficient in Google Suite and similar Microsoft Office applications (Project, Word, Excel).
• Knowledgeable on SaaS cloud systems, data and voice, networking, as well as their installation, configuration, and maintenance.
• Solid understanding of network technology: MPLS, TCP/IP, VLANs and other Data Network technologies.
• Proficient on voice technology: Voice, PABX, PBX, Switch, Configuration, ACD, IVR, Call loggers, Telephony, IP and IP Telephony.
• Understanding on Information Security and Data Protection Regulations including PCI-DSS, ISO, Risk Management frameworks.
• Excellent verbal, written, and interpersonal communication skills (Fluency in English is a must).
• Experience using knowledge base tools such as, but not limited to: Kustomer, Zendesk, ServiceNow.
• Can adapt to changing work schedules and working hours.
• Strong problem-solving, decision-making, and analytical skills.
• Can start ASAP or within 30 days.

Education / Certifications:

• Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology, or equivalent.

Work Location / Work Schedule / Travel:

• TU Chennai Office
• Hybrid Work Setup
• Night Shift IST Schedule