Job description
Role & responsibilities
- Develop detailed work plans for projects and support project team members in the creation of a formal WBS for their work.
- Identify project scope, timeline, budget, and success measures.
- Provide immediate conflict resolution and timely issue escalations.
- Manage and guide internal technical functional areas.
- Create presentations for project kick-off and closure.
- Conduct formal risk management activities throughout the life cycle of the project.
- Ensure timely resolution of all pre- and post- production issues meeting or exceeding SLA's.
- Prioritize production implementation & change activities.
- Maintain rigor around assigned projects change management.
- Ensure project status reporting and updating are done on time.
- Maintain a knowledge base of lessons learned for all assigned IT related projects.
- Create project documentation and conduct knowledge transfer to Technical Account Management and IT Operations.
- Coordinate with telecommunications service providers and/or vendors for acquisition and timely delivery of needed equipment and technical
Preferred candidate profile
- IT related certifications (e.g. ITIL, Scrum, PMP, SaaS Provider certifications) are not required but a plus.
- At least 4-5 years of experience in technical project management (Call center experience is a plus).
- Proficient in Google Suite and similar Microsoft Office applications (Project, Word, Excel).
- Knowledgeable on SaaS cloud systems, data and voice, networking, as well as their installation, configuration, and maintenance.
- Solid understanding of network technology: MPLS, TCP/IP, VLANs and other Data Network technologies.
- Proficient on voice technology: Voice, PABX, PBX, Switch, Configuration, ACD, IVR, Call loggers, Telephony, IP and IP Telephony.
- Understanding on Information Security and Data Protection Regulations including PCI-DSS, ISO, Risk Management frameworks.
- Excellent verbal, written, and interpersonal communication skills (Fluency in English is a must).
- Experience using knowledge base tools such as, but not limited to: Kustomer, Zendesk, ServiceNow.
- Can adapt to changing work schedules and working hours.
- Strong problem-solving, decision-making, and analytical skills.
- Can start ASAP or within 30 days.
Perks and benefits
- Salary best in industry
- Hybrid
