Technical Project Manager

Job Summary


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 24 7 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.

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.