Technical Project Manager

A project manager is responsible for overseeing projects and ensuring that they are completed on time, within budget, and to the satisfaction of stakeholders. They are responsible for coordinating project teams, managing resources, and communicating progress to stakeholders.

ITOC – Tower Lead / Technical Manager

Experience: 12+ years in IT operations, with 3+ years leading a 24x7 operations center team

Responsibilities:

• Lead the offshore ITOC team of 16 engineers, including shift planning and rosters.

• Own ITOC SLA, ticket resolution and service request automation targets.

• Run shift turnovers and the daily review with onsite and client teams.

• Act as the management escalation point for incidents and cross-tower issues.

• Drive runbook maturity and the service improvement backlog.

Required skills:

• Strong infrastructure and cloud operations background.

• Hands-on with Dynatrace, OpenText OBM, ServiceNow and PagerDuty.

• ServiceNow reporting and SLA management.

• People leadership and client communication.

• Required certification: ITIL v4 Foundation. Preferred: cloud certification (GCP/Azure).