As our Support project manager, your job will be to coordinate people and processes to ensure that our Client Support engagements are managed for 24x7 support produce the desired results. You will be the go-to person for everything involving a Support project’s organization and timeline.
Support Project Manager Duties
Specific Support project manager responsibilities include the following
Owner of Support delivery
Owner of SLA's and related metrics for support
Responsible for L1, L2 levels of support
Ensuring 24X7 with shift coverage
Reporting on the metrics related to support
Conduct RCA and establish improvements based on the preventive / corrective actions
Customer engagement and weekly reporting
Discuss with Customer teams on the severity and confirm on the severity based on the SLA definition
Project Manager Requirements
Project managers should have a background in business skills, management, budgeting and analysis. You should be an excellent communicator and comfortable managing multiple tasks. you also need to be a team player and have a problem-solving aptitude.
Responsibilities
Must have handled enterprise customer Support for at least 8+ years
Should have delivered consistently against the metrics defined for Support
Must have handled technical teams of 5-8 members
Must have had experience in handling 24X7 support engagements
Must have done customer interactions and preferable to have onsite experience for 2+ years
Measure project performance using appropriate systems, tools and techniques
Should be hands on in Jira
Ensuring consistent delivery quality across all streams of work
Report and escalate to management as needed
Manage the relationship with the client and all stakeholders
Perform risk management to minimize project risks
Establish and maintain relationships with third parties/vendors
Create and maintain comprehensive project documentation
Mentor and groom the technical resources and motivate them towards upskilling and certifications
Perform regular assessment of the resource skills, capabilities and provide the necessary guidance
Ensure process compliance across the team for the organizational processes and client specific processes.
Requirements
Having experience in any IAM system especially SailPoint related product implementation and support
Great educational background, preferably in the fields of computer science or engineering for technical project managers
Solid technical background, with understanding or hands-on experience in software development and web technologies
Excellent client-facing and internal communication skills
Excellent written and verbal communication skills
Solid organizational skills including attention to detail and multi-tasking skills
Years of Exp
8 - 10 Years
Application Form
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Bridgesoft is a leading provider of technology, consulting, and information security management solutions. Bridgesoft's products and services cover a range of areas from physical and logical access and identity management to security risks and threats.
