Technical Project Manager

Roles & Responsibilities

Service Delivery & Operational Ownership

• Own end-to-end production support delivery across L2/L3 teams.
• Ensure SLA compliance for response, resolution, and communication.
• Drive incident management, backlog control, escalation governance, and operational stability.
• Serve as the primary accountable leader for service performance and customer outcomes.

Operating Model & Managed Services Transformation

• Design and implement scalable support operating models, including 247 coverage.
• Define support ownership, escalation paths, handoff processes, and governance frameworks.
• Lead the transition from reactive support to structured managed services.

Team Leadership & Capability Development

• Build, scale, and mentor high-performing support teams.
• Lead knowledge transfer from engineering to operations.
• Strengthen skill coverage, accountability, and operational readiness across onshore/offshore teams.
• Foster a culture of ownership, responsiveness, and continuous improvement.

Incident Management & Service Excellence

• Drive proactive monitoring, incident response, ticket hygiene, and backlog reduction.
• Implement SLA dashboards, aging controls, and service governance metrics.
• Improve operational predictability through disciplined execution and reporting.

Automation, AIOps & AI Enablement

• Identify and implement automation, AIOps, and Agentic AI opportunities.
• Drive alert reduction, incident auto-triage, runbook automation, and self-healing capabilities.
• Enable AI-assisted support operations, knowledge management, and workforce productivity.

Continuous Service Improvement (CSI)

• Establish RCA, KEDB, problem management, and defect trend analysis practices.
• Eliminate recurring issues and improve service reliability.
• Create feedback loops with engineering teams to improve release quality and operational readiness.

Client & Stakeholder Management

• Partner with senior client and executive stakeholders.
• Lead escalations, service reviews, governance meetings, and operational planning discussions.
• Translating operational challenges into measurable improvement initiatives.