Role Summary
ITC Infotech is seeking an experienced Project Manager to lead the delivery of an enterprise observability implementation for a strategic customer. The program establishes a unified observability platform on New Relic, integrated with FreshService for IT service management, across a complex multi-application, multi-cloud estate spanning Azure, AWS, GCP and SaaS/vendor-hosted applications.
The role owns implementation delivery end to end — instrumentation and agent deployment, monitoring and alerting configuration, dashboards, NR–FreshService integration, UAT and handover — coordinating both customer stakeholders and internal delivery teams across geographies. This is a delivery-critical role: sequencing, dependency management and timely blocker resolution directly determine phase go-live dates.
The ideal candidate combines strong project delivery discipline with genuine fluency in observability concepts, excellent communication and problem-solving skills, and a proven track record in enterprise customer management and enterprise observability delivery.
Key Responsibilities
1. Project Management
- Own end-to-end delivery of implementation phases against agreed go-live dates, including planning, sprint scheduling, task tracking, effort estimation and status reporting.
- Manage the critical path across interdependent workstreams — cloud onboarding, infrastructure/APM agent deployment, monitoring configuration, dashboards and NR–FreshService integration — where a single blocked input cascades to go-live.
- Maintain the program tracker, RAID log and governance cadence; run kick-offs, steering reviews and daily/weekly stand-ups.
- Drive proactive risk and blocker management, escalating early when inputs (API keys, endpoint URLs, hosting details, stakeholder availability) threaten the schedule.
- Manage scope and change control, ensuring additions flow through a formal change process with clear impact on timeline, effort and commercials.
2. Customer & Internal Stakeholder Management
- Act as the primary delivery point of contact for the customer, managing application owners, cloud infrastructure leads, ITSM owners and vendor/third-party stakeholders.
- Coordinate across distributed teams — customer HQ and ITC offshore delivery — and align expectations across both technical and business audiences.
- Secure critical customer-side inputs and approvals that gate delivery, and keep stakeholders informed with clear, credible status communication.
- Facilitate UAT, sign-offs and phase-gate authorizations, ensuring each phase closes cleanly before the next begins.
3. Resource & Knowledge Management
- Plan and coordinate delivery resources — observability engineers, APM/infrastructure teams and ITSM/integration teams — against the phase plan and available capacity.
- Ensure requirements registers, design documents, runbooks and configuration decisions are captured, maintained and version-controlled.
- Own knowledge transfer and handover so the customer's teams can operate the platform post-implementation.
- Manage team onboarding and continuity of program knowledge across phases.
4. Understanding of Observability
- Bring working knowledge of observability practices — APM, infrastructure monitoring, browser/synthetic monitoring, log management, SLOs/SLAs, alerting and dashboards — to plan work credibly and challenge estimates.
- Understand alert-to-incident workflows and ITSM integration (severity-to-priority mapping, CMDB/CI configuration, escalation paths) well enough to coordinate design and build.
- Translate between technical delivery teams and customer stakeholders without losing precision, and make informed prioritization and sequencing calls.
Required Skills & Experience
- 8–12 years of IT project/program delivery experience, including enterprise-scale observability, monitoring or infrastructure implementation programs.
- Enterprise customer management: proven experience owning delivery relationships and managing senior customer stakeholders.
- Enterprise observability delivery: hands-on experience delivering observability/monitoring engagements end to end.
- Observability tooling: strong working understanding of New Relic (preferred) or equivalents such as Datadog, Dynatrace, AppDynamics or Splunk.
- ITSM integration: experience with FreshService, ServiceNow or similar and with alert-to-incident workflows.
- Communication & problem-solving: excellent written and verbal communication; able to drive clarity and resolve blockers under time pressure.
- Agile / sprint-based delivery experience and fluency with standard PM and tracking tooling.
- Experience coordinating distributed / offshore delivery teams across time zones.
Preferred / Nice to Have
- Exposure to multi-cloud environments (Azure, AWS, GCP) and SaaS/vendor-hosted application landscapes.
- Prior consulting / services-delivery experience within an IT services organization.
- Certifications: PMP, PRINCE2, or a recognised Agile/Scrum certification.
- New Relic or comparable observability platform certification.
