Project Manager - Technical Support and Stakeholder Communications

Job Description: Project Manager - Technical Support and Stakeholder Communications

Location: Mumbai, India

Company: Sofscript Systems and Services Limited (Public Unlisted Company)

Industry: Healthcare IT Solutions, Hospital & Lab Management Systems

About Sofscript:
Sofscript Systems and Services Limited is a prominent provider of healthcare enterprise solutions, specializing in CareWorks HMIS (Hospital Management Information System) and CareWorks LIS (Laboratory Information System). Our goal is to improve operational efficiency for hospitals, medical institutions, and laboratories by delivering cutting-edge IT solutions and support services.

Position Overview:
We are seeking a Project Manager who will be responsible for overseeing technical support, managing client communications, and ensuring the smooth execution of our healthcare software solutions. The ideal candidate will work closely with internal teams and external stakeholders to resolve technical issues, track project progress, and ensure successful product implementation and maintenance.

Key Responsibilities:

1. Technical Support Management:
• Lead the technical support team to resolve client issues related to CareWorks HMIS and CareWorks LIS.
• Provide technical guidance and solutions to resolve system-related incidents.
• Develop and implement strategies for effective issue resolution and customer satisfaction.
• Monitor support tickets, ensure timely response, and manage escalations.
2. Project Management:
• Coordinate with internal technical teams for the deployment, implementation, and maintenance of software solutions.
• Plan and manage project timelines, ensuring that tasks are completed within scope, time, and budget constraints.
• Track project deliverables and update stakeholders on progress through regular reports and meetings.
• Manage risks and issues associated with projects, providing solutions to keep projects on track.
3. Stakeholder Communications:
• Serve as the primary point of contact for stakeholders, including clients, technical teams, and senior management.
• Translate complex technical issues and project updates into clear, concise communication for non-technical stakeholders.
• Conduct regular status meetings with clients to discuss ongoing support and project activities.
• Ensure alignment between client expectations and project deliverables, managing expectations effectively.
4. Client Engagement and Feedback:
• Engage with clients to gather feedback on products and services, ensuring continuous improvement in technical support and project delivery.
• Work with the client to prioritize technical issues and change requests.
• Provide training or resources to clients on best practices for using CareWorks HMIS and CareWorks LIS.
5. Documentation & Reporting:
• Prepare detailed documentation for technical issues, resolutions, and project progress.
• Generate regular reports to track KPIs for technical support performance, project status, and customer satisfaction.
• Maintain records of client interactions and updates.

Requirements:

• Experience: 5+ years of experience in project management or technical support roles, preferably in IT or healthcare technology.
• Education: Bachelor’s degree in Computer Science, Information Technology, Healthcare Management, or a related field.
• Skills:
• Strong project management skills, with experience managing cross-functional teams.
• Excellent communication and interpersonal skills, especially in managing stakeholder relationships.
• Solid technical background with understanding or hands-on experience in software development, technical support, or IT systems.
• Ability to prioritize and handle multiple projects and client issues simultaneously.
• Proficiency in project management tools (e.g., JIRA, MS Project) and customer support platforms.

Preferred Qualifications:

• Familiarity with healthcare IT solutions (preferably CareWorks HMIS and CareWorks LIS).
• Experience working in the healthcare sector or with medical institutions.
• Certification in project management (PMP, PRINCE2) is a plus.

Compensation:
Competitive salary based on experience and qualifications, with additional performance-based incentives.
How to Apply:
Interested candidates can send their resume and cover letter to hr@sofscript.com with the subject line "Project Manager - Technical Support and Stakeholder Communications Application."