Technical Project Manager

Roles & Responsibilities

Service Delivery & Operational Ownership

• Own end-to-end production support delivery across L2/L3 teams.  
• Ensure SLA compliance for response, resolution, and communication.  
• Drive incident management, backlog control, escalation governance, and operational stability.  
• Serve as the primary accountable leader for service performance and customer outcomes.  

Operating Model & Managed Services Transformation

• Design and implement scalable support operating models, including 247 coverage.  
• Define support ownership, escalation paths, handoff processes, and governance frameworks.  
• Lead the transition from reactive support to structured managed services.  

Team Leadership & Capability Development

• Build, scale, and mentor high-performing support teams.  
• Lead knowledge transfer from engineering to operations.  
• Strengthen skill coverage, accountability, and operational readiness across onshore/offshore teams.  
• Foster a culture of ownership, responsiveness, and continuous improvement.  

Incident Management & Service Excellence

• Drive proactive monitoring, incident response, ticket hygiene, and backlog reduction.  
• Implement SLA dashboards, aging controls, and service governance metrics.  
• Improve operational predictability through disciplined execution and reporting.  

Automation, AIOps & AI Enablement

• Identify and implement automation, AIOps, and Agentic AI opportunities.  
• Drive alert reduction, incident auto-triage, runbook automation, and self-healing capabilities.  
• Enable AI-assisted support operations, knowledge management, and workforce productivity.  

Continuous Service Improvement (CSI)

• Establish RCA, KEDB, problem management, and defect trend analysis practices.  
• Eliminate recurring issues and improve service reliability.  
• Create feedback loops with engineering teams to improve release quality and operational readiness.  

Client & Stakeholder Management

• Partner with senior client and executive stakeholders.  
• Lead escalations, service reviews, governance meetings, and operational planning discussions.  
• Translating operational challenges into measurable improvement initiatives.