Project Manager

Service Delivery & Support Governance

• Own end-to-end service delivery for banking applications, and reporting systems.
• Manage production support activities across L1, L2, and L3 support teams.
• Ensure adherence to SLAs, OLAs, and operational KPIs.
• Monitor incident, problem, service request, and change management processes.
• Drive root cause analysis (RCA) and preventive action plans for recurring issues.
• Conduct regular service reviews with business and IT stakeholders.
• Manage Power BI dashboards and MIS reporting requirements.

SLA, KPI & Operational Excellence

• Publish weekly, and monthly performance reports.
• Monitor ticket backlog, aging, productivity, MTTR, and SLA compliance.
• Identify improvement opportunities and implement automation initiatives.
• Establish governance mechanisms for continual service improvement.

Stakeholder & Client Management

• Act as the primary point of contact for client stakeholders.
• Conduct governance meetings, operational reviews, and executive reporting sessions.
• Communicate service status, risks, issues, and mitigation plans.
• Manage client expectations and ensure high customer satisfaction levels.

Team Leadership

• Lead cross-functional teams including support engineers, data analysts, BI developers, and database specialists.
• Drive accountability, ownership, and service excellence within the team.
• Mentor team members and establish best practices for support operations.

Required Skills

• Strong SQL query writing, data analysis, and troubleshooting skills.
• Hands-on experience with Power BI dashboards, reports, and data models.
• Good understanding of Data Warehousing, ETL, and reporting environments.
• Knowledge of incident, problem, change, and release management processes.
• Experience with ticketing tools such as Jira.
• Understanding of support metrics, KPI frameworks, and SLA management.
• Familiarity with database technologies such as SQL Server, Oracle, PostgreSQL, or equivalent.
• Understanding of retail banking, corporate banking, lending, payments, deposits, cards, or regulatory reporting.
• Experience supporting banking applications and reporting platforms.
• Knowledge of banking operational and compliance requirements.
• Presentation and analytical skills.

Preferred Qualifications

• Bachelors degree in Engineering, Computer Science, Information Technology, or related field.
• PMP, Prince2, ITIL, Scrum, or Agile certification preferred.
• Experience managing Data & BI support engagements in Banking/Financial Services.