This role is for a Technical Project Manager to support Corporate & Professional Services. The ideal candidate will have a proven track record of managing Application Support teams including managing incident resolution, meeting Service Level Agreements (SLAs), leading support teams, coordinating system upgrades, reducing technical debt, managing vendor relationships, and ensuring high system availability.
What You'll Do
- Operational Excellence & Support and End-to-end management of production incidents, ensuring timely resolution and root cause analysis (RCA)
- Monitoring application performance, stability, and security and Managing support ticket lifecycles, from logging to resolution, including Level 2/3 escalations
- Establishing, monitoring, and reporting on SLAs
- Team Leadership & Process Management and Leading and mentoring support engineers and analysts
- Ensure knowledge bases and FAQ documentations are up-to-date and Team adherence to processes pertaining to incident, change, and problem management.
- Stakeholder & Vendor Management and Acting as the primary liaison between technical teams, business users, and third-party vendors.
- Prioritizing new support requests and bug fixes based on business impact and Coordinating with development teams for patches, upgrades, and hotfixes.
- Project & Risk Management and Managing the lifecycle of application enhancements
- Identifying and mitigating operational risks and Developing project budgets and timelines for system upgrades.
- Communicate effectively with stakeholders, providing regular updates on changes, issues, risks, and milestones and Manage resource capacity and project budgets
What We're Looking For
- 10+ years of strong project management experience and familiarity with handling application support (L2/L3) activities.
- Travel/Hospitality industry experience is a plus.
- Legacy midrange platform (AS400) knowledge is a plus
- Exceptional leadership and team management skills, with the ability to inspire and motivate teams.
- Excellent communication and interpersonal skills, with the ability to manage stakeholder expectations and build strong relationships.
- Strong problem-solving skills and the ability to make decisions under pressure and escalate as required.
- Proficiency in using project management tools like Microsoft Office, Smartsheet, JIRA, Confluence, Sharepoint.
- Excellent written and verbal communication skills and time management skills.
- Ability to navigate the organization, collaborate effectively with multiple stakeholders and overcome barriers.
- Fast learner with the ability to quickly adapt and prioritize focus and Detail-oriented with a commitment to delivering high-quality results.
- Strong sense of personal accountability regarding decision-making and managing teams
- Must be willing and able to work in 2nd shifts (3:00 PM IST to 12:00 AM IST) and occasional weekends as required
- Must be willing to work from Bangalore office location minimum 3 days in a week
