- Lead and coordinate SD and FSO team projects, ensuring alignment with organizational objectives, customer requirements, and SLAs
- Oversee a team, providing clear guidance, role assignments, and support to maximize team performance
- Engage with key stakeholders to set expectations, clarify project goals, and resolve issues
- Manage resource allocation, schedule workloads, and forecast project needs to optimize team productivity
- Conduct regular reviews of project milestones, deliverables, and timelines, making necessary adjustments to meet objectives
- Implement quality standards and project management methodologies to maintain high deliverable standards
- Handle incidents and perform Root Cause Analysis (RCA) to address and prevent recurring issues
- Ensure SLAs are met consistently, report metrics, and escalate risks impacting service quality
- Develop and present regular progress reports, status updates, and project documentation to teams and clients
- Qualifications:
- 8+ years in project management within service operations
- Experience leading a team, with skills in coaching and team-building
- Proficient in operating systems (Windows) and troubleshooting within Windows platforms
- Skilled in project management tools (e.g., MS Project, JIRA) and methodologies (Agile, Scrum, Waterfall)
- Strong analytical and problem-solving skills with experience in Root Cause Analysis
- Familiar with ITIL framework, incident management, and service delivery processes
Preferred Qualifications:
- Project Management Professional (PMP), Certified ScrumMaster (CSM), or ITIL certification
- Basic knowledge of DevOps practices and continuous integration/deployment strategies
- Familiarity with cloud services (AWS, Azure, GCP) and infrastructure management
- Excellent communication, interpersonal, and conflict-resolution skills
- Experience with version control systems (Git, GitLab) and automated scheduling systems
