Technical Project Manager

Job Description: Technical PM - Operations and Support Manager

Years of Experience - 11+ Years

Location - Kochi, Trivandrum

Key Responsibilities:

• Operational Excellence: Ensure 100% process adherence and optimize operational performance by tracking SLAs and KPIs (MTTR, MTTA, MTBF) through ServiceNow.
• Service Delivery: Conduct Weekly Service Reviews (WSR), Monthly Service Reviews (MSR), and Quarterly Business Reviews (QBR) with customers and stakeholders, ensuring smooth and effective service delivery.
• Incident Management: Proactively manage incidents, perform Root Cause Analysis (RCA), and analyze ticket trends, team capacity, and recurring issues to identify and resolve operational challenges.
• Troubleshooting & Tools: Provide hands-on troubleshooting support using telemetry tools such as Splunk, AppDynamics, or similar platforms to diagnose and resolve issues.
• Incident, Problem, and Change Management: Leverage strong Azure and L1/L2 operations knowledge to ensure effective incident, problem, and change management processes.
• Automation & Documentation: Identify automation opportunities and drive implementation, ensuring that SOPs, runbooks, and documentation are kept up-to-date.
• Stakeholder Management: Maintain strong relationships with internal and external stakeholders to ensure alignment with customer expectations and business goals.
• Team Monitoring & Performance Tracking: Oversee team activities, backlog management, escalations, and EBITDA tracking to optimize operations and improve service performance.
• Resource Management: Support resource onboarding/offboarding and ensure proper governance across all operational processes.

Preferred Qualifications:

• Cloud Expertise: Strong experience with cloud platforms, particularly Azure, with a deep understanding of platform and business operations.
• Technical Affinity: Demonstrated ability to quickly learn and adapt to new technologies and business areas.
• Process Expertise: Familiarity with ITIL processes, Agile methodologies (Kanban), and tools like JIRA and Confluence.
• Hands-on Experience: Previous experience in a technical role (either Development or Operations) is highly beneficial.
• Continuous Improvement: Proven track record of driving automation and process improvements within operational environments.

Desired Skills & Competencies:

• Exceptional analytical and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to manage multiple projects and priorities simultaneously.
• Strong stakeholder management and client-facing experience.
• Detail-oriented with the ability to maintain accurate documentation and reports.