Project Manager with ITIL

Foster, CA - USA

Monthly Salary: Not Disclosed

Posted on: 3 hours ago

Vacancies: 1 Vacancy

Job Summary

Job / Role Description: The Project Manager will be responsible for managing day-to-day support operations across multiple applications or platforms. This role includes coordinating with cross-functional teams ensuring timely resolution of issues managing SLAs driving process improvements and maintaining high customer satisfaction. The PM will also oversee documentation reporting stakeholder communication and escalation management.

Skills / Experience

10 years of overall experience and 5 years of experience in managing application support projects (L1/L2/L3)
5 years in incident problem and change management following ITIL best practices
5 years of experience with ticketing tools such as ServiceNow / Jira for queue management dashboarding and SLA tracking
4 years of stakeholder & vendor coordination including escalations and governance calls
4 years experience preparing status reports RCA documentation and SOPs
4 years of release and deployment coordination experience for enhancements or fixes
4 years in resource planning workload management and sprint planning (for support sprints)
4 years of experience in customer communication expectation management and conflict resolution
Knowledge of Agile or hybrid delivery models; Familiarity with LMS CRM ERP or other enterprise applications (depending on project)
Basic exposure to SQL for validation checks; Understanding of cloud environments (AWS/Azure) in a support context
Knowledge of documentation tools (Confluence SharePoint); Understanding of integrations APIs and basic troubleshooting workflows
Prior experience in working on Agile/Scrum projects with exposure to tools like Jira/Azure DevOps
Communicate effectively with internal and customer stakeholders (technical and non-technical )
Problem-Solving and Analytical Thinking; Capability to troubleshoot and resolve issues efficiently
Strong interpersonal skills to build and maintain productive relationships with team members
Provide constructive feedback during reviews and be open to receiving the feedback
Analytical mindset; Communication approach: verbal emails and instant messages
Provides regular updates proactive and due diligent to carry out responsibilities

Expected Outcome

Ensure 99% SLA compliance across all support activities
Maintain high customer satisfaction through predictable and transparent support operations
Improve support efficiency by implementing process optimizations and automation opportunities
Reduce incident volume through proactive problem management and RCA-driven actions
Establish a well-organized knowledge base SOPs and runbooks
Improve communication and governance through structured reporting and cadence calls
Deliver seamless release cycles with minimal production issues and zero major outages

Job / Role Description: The Project Manager will be responsible for managing day-to-day support operations across multiple applications or platforms. This role includes coordinating with cross-functional teams ensuring timely resolution of issues managing SLAs driving process improvements and ma...

Skills / Experience

10 years of overall experience and 5 years of experience in managing application support projects (L1/L2/L3)
5 years in incident problem and change management following ITIL best practices
5 years of experience with ticketing tools such as ServiceNow / Jira for queue management dashboarding and SLA tracking
4 years of stakeholder & vendor coordination including escalations and governance calls
4 years experience preparing status reports RCA documentation and SOPs
4 years of release and deployment coordination experience for enhancements or fixes
4 years in resource planning workload management and sprint planning (for support sprints)
4 years of experience in customer communication expectation management and conflict resolution
Knowledge of Agile or hybrid delivery models; Familiarity with LMS CRM ERP or other enterprise applications (depending on project)
Basic exposure to SQL for validation checks; Understanding of cloud environments (AWS/Azure) in a support context
Knowledge of documentation tools (Confluence SharePoint); Understanding of integrations APIs and basic troubleshooting workflows
Prior experience in working on Agile/Scrum projects with exposure to tools like Jira/Azure DevOps
Communicate effectively with internal and customer stakeholders (technical and non-technical )
Problem-Solving and Analytical Thinking; Capability to troubleshoot and resolve issues efficiently
Strong interpersonal skills to build and maintain productive relationships with team members
Provide constructive feedback during reviews and be open to receiving the feedback
Analytical mindset; Communication approach: verbal emails and instant messages
Provides regular updates proactive and due diligent to carry out responsibilities

Expected Outcome

Ensure 99% SLA compliance across all support activities
Maintain high customer satisfaction through predictable and transparent support operations
Improve support efficiency by implementing process optimizations and automation opportunities
Reduce incident volume through proactive problem management and RCA-driven actions
Establish a well-organized knowledge base SOPs and runbooks
Improve communication and governance through structured reporting and cadence calls
Deliver seamless release cycles with minimal production issues and zero major outages