Project Manager

Key Responsibilities

Project Management

• Develop and maintain detailed plans for NOC initiatives, deliverables and deadlines.
• Coordinate cross-functional teams including engineering, vendors, field dispatch and client support.
• Manage risks, issues, and dependencies, escalating where necessary.
• Monitor resource utilization and change control for active NOC projects.
• Client-Facing Communication & Reporting
• Serve as the primary point of contact for client stakeholders for all NOC-related project and operational matters
• Prepare and deliver clear, accurate reports on NOC performance metrics, open issues, project timelines and SLA adherence.
• Respond promptly to client inquiries and escalations, ensuring alignment and transparency throughout project execution.

Incorporate client feedback into process improvement initiatives and team planning.

Operational Oversight

• Partner with NOC leadership to ensure daily operations align with defined processes and standards.
• Drive incident response and resolution efforts with a strong sense of urgency, ensuring minimal impact to operations and client environments
• Ensure incident, change, and problem management processes are followed consistently.
• Collaborate with Field Dispatch and Network Engineers to streamline site support and ticket workflows.
• Track and report on operational KPIs (e.g., response time, resolution time, SLA adherence).

Internal Stakeholder Engagement

• Work closely with NOC Manager, Service Delivery Manager (SDM) and Directors to prioritize tasks and align with strategic goals.
• Coordinate feedback loops between technical teams, client representatives and leadership to drive service excellence.
• What you will bring to the team:
• A proactive mindset and strong sense of urgency in addressing incidents, escalations, and stakeholder communication.
• Demonstrate success in client-facing roles with direct responsibility for communication and service reporting.
• Strong understanding of incident management, change control, and service desk processes.
• Familiarity with tools such as Monday.com, ServiceNow, AT&T and Granite Portals, etc. and internal ticketing systems.
• Excellent communication and presentation skills; capable of articulating technical issues and resolutions to non-technical audiences.
• Proven ability to manage multiple concurrent tasks and stakeholder expectations.
• Strong understanding of network infrastructure (LAN/WAN, SD-WAN, firewalls, VPNs) and security technologies (SIEM, IDS/IPS, endpoint protection, cloud security).
• Experience working with retail clients or in a retail IT environment is a strong plus.
• Excellent communication, stakeholder management, and leadership skills.
• Experience working with US-based clients and managing remote/global teams.
• Education/Qualifications:
• Bachelor s degree in computer science, Information Technology, or related field.
• PMP, PRINCE2, or equivalent project management certification and ITIL certification.
• 5 - 7 years of experience in IT project management, with at least 3 years in network and security domains.