Job Title      : Cloud/ITSM Project Manager-PI 
Experience  : 5-10 Years
Location      : Hyderabad

Job Description :

Job Overview: 

The Support Project Manager will be responsible for overseeing and managing the day-to-day support of our IT platforms. This role involves coordinating between various teams, managing support processes, and ensuring that platform issues are resolved efficiently to minimize downtime and enhance user satisfaction. The ideal candidate will have a strong background in IT support, project management, and a proven track record of successfully leading support initiatives in a fast-paced environment.  

Responsibilities: 

• Project Management: Lead and manage support projects from inception to completion, ensuring they are delivered on time, within scope, and on budget.  
• Platform Support: Oversee the day-to-day support of IT platforms, including troubleshooting, issue resolution, and system maintenance.  
• IT Service Management (ITSM): Apply ITSM principles and ITIL methodologies to improve service delivery processes and ensure that projects align with ITIL best practices. 
• Incident Management: Handle escalations and complex support issues, coordinating with technical teams to ensure timely resolution. 
• Team Coordination: Work with cross-functional teams to implement and optimize ITSM processes, including Incident Management, Problem Management,
• Change Management, and Service Request Management. 
• Process Improvement: Ensure seamless integration of ITSM practices with other business operations to improve service efficiency and customer satisfaction. 
• Stakeholder Communication: Maintain regular communication with stakeholders to provide updates on project status, support issues, and resolutions.  
• Reporting: Generate and analyze reports on platform performance, support metrics, and project progress to drive data-driven decision-making.   

  Qualifications:  

• 5+ years of experience in IT support and Project Management  
• Experience with monitoring and Performance management tools like Jira, ServiceNow, salesforce, SolarWinds, Splunk, or other IT monitoring solutions. 
• Strong understanding of ITIL frameworks, incident management, change management, and risk management 
• Proven ability to manage projects effectively, with strong organizational and problem-solving skills.  
• Knowledge of networks, servers, cloud computing, and data backups and Familiarity with AWS, Azure, or Google Cloud for managed services would be an advantage.