Job Summary:
The Project Manager - Operations will be responsible for managing IT Infrastructure support operations for clients, ensuring smooth production support, and overseeing implementation projects. This role requires a blend of operations management and project management expertise to deliver high-quality support services and successful service delivery.
Key Responsibilities:
Operations Management:
- Oversee daily IT support operations for clients, ensuring timely and effective resolution of issues.
- Develop and implement standard operating procedures (SOPs) to enhance operational efficiency.
- Monitor and report on key performance indicators (KPIs) to ensure service level agreements (SLAs) are met.
- Manage a team of support staff, providing guidance, training, and performance evaluations.
- Coordinate with other departments to ensure seamless service delivery and client satisfaction.
- Manage escalation of complex issues and work towards prompt resolutions.
Project Management:
- Lead the planning, execution, and closing of implementation projects, ensuring they are completed on time, within scope, and budget.
- Develop detailed project plans, including timelines, milestones, and resource allocation.
- Communicate project status, risks, and issues to stakeholders and senior management.
- Collaborate with cross-functional teams to define project requirements and deliverables.
- Ensure that all project documentation is complete, accurate, and up to date.
- Facilitate project meetings, including kick-offs, status updates, and post-implementation reviews.
Qualifications:
- Bachelor's degree in Information Technology, Science or related field.
- Minimum of 5 years of experience in IT Infrastructure Operations Management, DC Operations and Project Management.
- Proven track record of managing support operations and leading implementation projects successfully.
- Strong understanding of production support operations and experience with ITIL or similar frameworks.
- Proficiency in Microsoft office products, project management tools and methodologies (e.g., Agile, Scrum, Waterfall),
- Excellent leadership, communication, and interpersonal skills.
- Ability to handle multiple tasks and projects simultaneously, with a strong focus on detail and accuracy.
- PMP or similar project management certification is a plus.
Key Competencies:
- Technical: Good skills in Network and Microsoft products, ITIL based tools. Knowhow of Amazon Cloud Services will be an advantage.
- Problem-Solving: Ability to analyze complex issues, identify root causes and implement effective solutions.
- Leadership: Strong team management skills with the ability to motivate and develop team members.
- Communication: Excellent verbal and written communication skills for effective interaction with clients, team members, and stakeholders.
- Time Management: Efficiently manage time and prioritize tasks to meet deadlines and deliver high-quality results.
Customer Focus: Commitment to providing exceptional support and service to clients
