Project Manager

Key Qualifications

• Graduate degree or equivalent from reputed institute.
• Excellent communication skills, with a strong ability to discuss complex technical concepts with customers, engineers, and product managers.
• Prior experience managing a team of frontline and senior-level Support Engineers.
• Self-starter with strong creative problem-solving, facilitation and interpersonal skills.
• Fundamental knowledge of Cloud Concepts is expected.
• Proficiency in ITIL Standards, Ticketing tools, and License Management is required.

Roles and responsibilities

• Spearhead the initiation and planning stages of a project, ensuring its technical feasibility.
• Guarantee the availability and allocation of necessary resources.
• Develop an in-depth plan to monitor and track product implementation, product upgrades.
• Lead, coach, and motivate the technical support team to deliver high-quality service and support to our customers.
• Monitor and evaluate the performance and productivity of the team and provide feedback and guidance.
• Establish and implement best practices, standards, and procedures for technical support, and ensure compliance with them.
• Develop capacity forecasts and resource allocation models to ensure proper coverage.
• Drive the scaling, onboarding, and ongoing specialization of the team.
• Implementing innovative process to increase support efficiency and increasing overall customer satisfaction.
• Manage the backlog and ensure that Support SLAs and KPIs are met.
• Partner with Engineering & Product to prioritize issues and product improvements.
• Handle complex and escalated customer issues and provide solutions or recommendations.
• Collaborate with other departments and external partners to resolve technical issues and improve customer experience.
• Analyze and report on technical support metrics, such as customer satisfaction, resolution time, and quality.
• Stay updated on the latest trends and developments in technical support and provide training and development opportunities for the team.
• Identify and implement new technologies and tools to enhance technical support efficiency and effectiveness.
• Utilize appropriate project management tools to measure performance of support and new implementation.
• Conduct risk management analysis to mitigate project risks.

Desired Skills

• Fundamental knowledge of Cloud Concepts is expected.
• Knowledge of Agile methodologies (Scrum, Kanban) will be considered an advantage.
• Knowledge of APM - Real End User Experience, Code Level Diagnostics, DB Diagnostics, Synthetic Monitoring.
• Very good Troubleshooting & Analytical skills.
• Exposure to Citrix, VMware, and other virtualization technologies
• Certification in PMP or Prince2 is desirable, but not a strict requirement.
• Knowledge on one of these tools - eG Enterprise, Dynatrace, AppDynamics, New Relic, HP APM, CA APM, BMC APM.