Project Manager

Job Title: Project Manager (Support & Maintenance)

Location: Noida/Faridabad (Hybrid)

Experience: 6 - 12 Years

Shift Timing: 5 pm to 2 am

Project Delivery and Execution

Drives SLA adherence and strict TAT compliance across all support projects through proactive monitoring and escalation management

Owns end-to-end execution of AMC projects including strategy, implementation, maintenance, and P&L management

Manages ticketing systems for issue triage, prioritization, assignment, and resolution tracking

Leads application support projects ensuring operational stability, L2/L3 incident resolution, and problem management

Provides proactive visibility on delivery targets, commitments, and progress to stakeholders

Oversees multiple project teams maintaining organizational standards for customer satisfaction, quality, and performance

Scope management in collaboration with project sponsors, cross-departmental teams, and support engineers

Plans and develops results, required resources, workplans, budgets, and timing for support initiatives

Analyzes delivery risks with focus on operational support continuity and service level commitments

Efficient escalation management ensuring critical issues reach resolution within TAT

Produces accurate and timely reporting of delivery status throughout project lifecycle

Works closely with Presales team for smooth transition of support contracts

Must-Have Skills

Proven experience managing operational support or AMC projects

Expertise in SLA management with strict TAT adherence track record

Hands-on experience with enterprise ticketing systems (ServiceNow, Jira Service Desk, Freshservice)

Application support project delivery across L2/L3 support operations

ITIL certification (mandatory) with practical ITSM process implementation

PMP/CSM/Prince2 certifications preferred

Diverse experience across application development & maintenance, application/product support, systems integration

Good-to-Have Skills

Preferably from development background for effective technical triage

Experience working in engineering organizations using Agile methods (Scrum, Kanban)

Excellent verbal and written communication skills for customer/stakeholder management

Effective leadership, interpersonal skills to manage diverse support teams

Knowledge of technology to effectively plan, monitor, and control support programs

Procurement process knowledge including AMC vendor negotiations

Budgeting and resource allocation expertise for support operations

Note: This role demands hands-on operational leadership with unwavering focus on SLA/TAT compliance and seamless application support delivery.