Technology Demand Manager

Role & responsibilities

• Develop detailed work plans for projects and support project team members in the creation of a formal WBS for their work.
• Identify project scope, timeline, budget, and success measures.
• Provide immediate conflict resolution and timely issue escalations.
• Manage and guide internal technical functional areas.
• Create presentations for project kick-off and closure.
• Conduct formal risk management activities throughout the life cycle of the project.
• Ensure timely resolution of all pre- and post- production issues meeting or exceeding SLA's.
• Prioritize production implementation & change activities.
• Maintain rigor around assigned projects change management.
• Ensure project status reporting and updating are done on time.
• Maintain a knowledge base of lessons learned for all assigned IT related projects.
• Create project documentation and conduct knowledge transfer to Technical Account Management and IT Operations.
• Coordinate with telecommunications service providers and/or vendors for acquisition and timely delivery of needed equipment and technical

Preferred candidate profile

• IT related certifications (e.g. ITIL, Scrum, PMP, SaaS Provider certifications) are not required but a plus.
• At least 4-5 years of experience in technical project management (Call center experience is a plus).
• Proficient in Google Suite and similar Microsoft Office applications (Project, Word, Excel).
• Knowledgeable on SaaS cloud systems, data and voice, networking, as well as their installation, configuration, and maintenance.
• Solid understanding of network technology: MPLS, TCP/IP, VLANs and other Data Network technologies.
• Proficient on voice technology: Voice, PABX, PBX, Switch, Configuration, ACD, IVR, Call loggers, Telephony, IP and IP Telephony.
• Understanding on Information Security and Data Protection Regulations including PCI-DSS, ISO, Risk Management frameworks.
• Excellent verbal, written, and interpersonal communication skills (Fluency in English is a must).
• Experience using knowledge base tools such as, but not limited to: Kustomer, Zendesk, ServiceNow.
• Can adapt to changing work schedules and working hours.
• Strong problem-solving, decision-making, and analytical skills.
• Can start ASAP or within 30 days.

Perks and benefits

• Salary best in industry
• Hybrid