Project Manager

Job Description

Key Responsibilities

• Service Management & Governance: Own end-to-end service delivery, ensuring all IT operations meet established Service Level Agreements (SLAs) and achieve SOW deliverables.
• Incident & Problem Management: Oversee the ITSM (IT Service Management) lifecycle, utilizing frameworks like ITIL. Drive root-cause analysis for major incidents to prevent recurrence.
• Infrastructure Operations: Monitor system performance, availability, and uptime across infra as per SOW, Project Documentation and Project Sign Off. Deliverables and documentation linked to Payments.
• Vendor & Stakeholder Management: Manage third-party vendors and service contracts, ensuring partners adhere to agreed-upon service standards.
• Security & Compliance: Enforce cybersecurity compliance and ensure robust business continuity and disaster recovery (DR) plans are in place for projects.
• Financial Oversight: Assist in developing and managing the infrastructure operational budget project wise.

Qualifications & Requirements

• Education: Bachelors degree in Computer Science, Information Technology, or a related field.
• Experience: 4+ years in IT service management, with a strong background in leading 24x7 infrastructure support teams.
• Certifications: ITIL v4 Foundation (required), ITIL Managing Professional/Strategic Leader (preferred), COBIT, or PMP.
• Technical Acumen: Deep understanding of enterprise infrastructure concepts (networks, servers, storage, virtualization, security and cloud architecture).
• Core Competencies
• Leadership: Ability to motivate cross-functional teams and collaborate with senior business stakeholders.
• Communication: Exceptional client-facing and internal communication skills for conducting regular service reviews.
• Analytical: Data-driven mindset to analyze service performance metrics and implement corrective actions.