Project Manager Support

Overview

We are seeking a highly motivated and detail-oriented Project Manager to lead and manage projects from initiation through delivery. The ideal candidate will be a skilled communicator, problem solver, and team leader who can drive projects to successful completion while managing timelines, budgets, and resources effectively.

Role & responsibilities

1. Incident and Issue Management
Oversee and prioritize support tickets and incidents affecting the project or product.
Ensure timely escalation and resolution of critical issues.
Coordinate between support teams, technical teams, and stakeholders to resolve problems quickly.

2. Communication & Stakeholder Management
Act as the main point of contact between support teams and other departments (e.g., development, QA, operations).
Provide regular updates to stakeholders about support status, issue resolution progress, and service levels.
Manage customer expectations and communication during outages or major incidents.

3. Resource & Team Coordination
Plan and allocate resources to ensure sufficient coverage for support activities.

4. Process Improvement & Documentation
Analyze recurring issues to identify root causes and areas for process improvement.
Lead efforts to document support procedures, troubleshooting guides, and knowledge base articles.
Implement and refine support workflows to improve service delivery and reduce resolution times.

5. Service Level Management
Monitor and enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) for support.
Track metrics such as response time, resolution time, customer satisfaction, and ticket backlog.
Initiate corrective actions when performance falls below targets.

6. Risk & Change Management
Identify risks related to support operations and escalate as needed.
Coordinate with change management teams to ensure support readiness for new releases or changes.
Plan for contingency and disaster recovery in case of major service disruptions.

7. Reporting & Analysis
Generate regular reports on support performance and incident trends.
Use data analytics to forecast support demand and resource needs.
Present insights and recommendations to leadership for strategic decisions.

Preferred candidate profile

Technical Skills:
Troubleshooting: Ability to diagnose and resolve technical issues efficiently.
Product Knowledge: Deep understanding of the product or service supported.
Ticketing Systems: Experience with tools like Jira, ServiceNow, etc.
Operating Systems: Familiarity with Windows, macOS, Linux, depending on support scope.
Networking Basics: Understanding of TCP/IP, DNS, VPN, firewalls if supporting networked systems.
Remote Support Tools: Using software like TeamViewer, AnyDesk, or remote desktop tools.
Database Queries: Basic SQL or understanding of data retrieval
Documentation: Writing clear, concise, and helpful technical documentation.

Soft Skills:
Communication: Strong verbal and written communication to explain technical issues simply.
Customer Service: Patience, empathy, and professionalism dealing with users or customers.
Problem-Solving: Analytical thinking to find the root cause and appropriate solutions.
Time Management: Handling multiple tickets or issues effectively under time constraints.
Collaboration: Working well with cross-functional teams like development, QA, and product teams.