Assistant Project Manager

We are seeking a proactive Assistant Project Manager IT Infrastructure & Security to join our System Integration team. This hybrid role bridges Technical Project Management, Service Delivery, and Customer Success.

You will oversee end-to-end implementation life cycles - from project kick-off to customer sign-off - for enterprise IT infrastructure, cybersecurity solutions, and the ManageEngine software suite. In addition to deployment execution, you will champion post-implementation operational delivery, drive SLA compliance, manage critical escalations, and partner with enterprise clients to ensure technology adoption and long-term satisfaction.

Role & responsibilities

• End-to-End Project Management & Implementation •
• Full Life-Cycle Ownership: Lead projects through initiation, scope definition, resource planning, deployment, testing, go-live, and formal customer sign-off.
• Scope & Schedule Management: Build structured work breakdown structures (WBS), track project milestones, and mitigate scope creep through formal change control procedures.
• Technology Deployments: Oversee the installation, configuration, and integration of: o ManageEngine Suite: ServiceDesk Plus, Endpoint Central, OpManager, ADManager/ADAudit Plus, PAM360, and Log360.
• IT Infrastructure: Enterprise servers, storage solutions, backup appliances, and data center environments.
• IT Security & Identity: Next-Gen Firewalls (NGFW), Endpoint Detection & Response (EDR/MDR), Identity & Access Management (IAM/SSO), CyberArk PAM, SIEM, DLP, and Cloud Security controls.
• Risk & Issue Governance: Identify delivery bottlenecks, technical roadblocks, and schedule variances early, establishing robust contingency plans. 2. Service Delivery & Incident Escalations
• SLA & KPI Adherence: Enforce contractually agreed SLA metrics for incident response, resolution times, ticket backlogs, and system availability.
• Incident & RCA Management: Take charge of high-priority operational incidents (P1/P2), facilitate Root Cause Analysis (RCA) investigations, and provide post-incident executive summaries to clients.
• Operational Coordination: Partner with internal Team Leads, Technical Leads, and Practice Heads to ensure engineering resources actively address aging or high-severity tickets.
• Continuous Service Improvement (CSI): Analyze ticket trends and recurring failures to execute corrective action plans and enhance operational efficiency.
• Customer Success & Stakeholder Management • Account Governance & Reviews: Lead Periodic Service Reviews and Quarterly Business Reviews (QBRs) covering security posture, SLA performance, service adoption, and infrastructure health.
• Escalation Point of Contact: Serve as the trusted liaison between client stakeholders (C-level, IT Heads, CISOs) and internal engineering/OEM support teams.
• Customer Retention & Growth: Partner with Sales and Account Management to identify upsell/cross-sell opportunities, license renewals, and expanded managed services (MSSP/SOC).

Preferred candidate profile

• Education: Bachelors degree (B.E. / B.Tech) in Information Technology, Computer Science, or an equivalent technical field.
• Experience: 4 to 5 years of progressive experience in Project Management, Service Delivery, or Technical Account Management within a System Integration (SI) or Managed Security Service Provider (MSSP) environment.
• Technical Breadth: Strong practical understanding of enterprise IT infrastructure (virtualization, storage, networking) and cybersecurity architectures (SIEM, PAM, SOC operations, firewalls).
• Process Knowledge: Solid foundation in project management methodologies (Agile, Waterfall) and ITIL framework practices.