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Responsible for the coordination, stability, and status reporting of cross-functional project oriented work efforts. PM to manage Crisis/ Change / Stability management projects and manage Reporting & Metrics. This position is responsible for providing resolutions to a range of complex ...

Job Description

  • Responsible for the coordination, stability, and status reporting of cross-functional project oriented work efforts.
  • PM to manage Crisis/ Change / Stability management projects and manage Reporting & Metrics.
  • This position is responsible for providing resolutions to a range of complex problems and business needs within company’s Major Incident and Change Management team.
  • The role is associated with driving high availability of company's critical applications and infrastructure by using established/documented approaches to issues and problems using IT Service Management and ITIL best practices.
  • Manages processes and methodologies for the IT community to ensure that projects are delivered on time, on budget, and meet customer specifications.
  • Assembles project plans and team assignments.
  • Responsible for tracking project deliverables and adjusting project plans and/or resource needs to meet customer requirements.
  • Schedules meetings and coordinates communication regarding project progress and risks that impact budget and/or timeline.
  • Manages one or more cross-functional projects of medium to high intensity.
  • Bachelor's degree in computer science, information systems, business management, or other related field.
  • Ability to manage multiple assignments.
  • Superior written and oral communication skills.
  • 6-10+ years of experience.

Job Duties:

  • Project Management: Person should lead multiple projects for Stability Improvements of IT apps working with different IT teams, maintaining compliance of Change control, Audit finding & mitigation projects, Acceleration of IT Infrastructure projects
  • Executive Reporting and Data Analytics: She/ He should be proficient in understanding data, working with excel/ google sheet to analyze data from various sources and bring in problem statement for improvement in IT Systems Availability. Coordinate solutions through completion
  • Key Availability Metrics and Performance Metrics: Manage SLAs for availability metrics and constant reporting on deviation, improvements
  • Automation Improvements and Service Now: The person will be responsible for coordinating the migration of Crisis management system to new Service Now platform

Must Have Skills:

Cognitive

  • Perceptual and analytical thinking, excellent time management, and follow-up skills.
  • Strong interpersonal communication skills, with strong oral and written abilities.
  • Strong meeting and conference facilitation skills, with strong oral abilities to handle conference calls with large number of participants.
  • Ability to logically troubleshoot problems based on timeline and/or data flow.
  • Capability of working independently with general supervision and work checked at critical points.
  • Capability of performing medium technical tasks without supervision.
  • Capability to logically troubleshoot problems based on timeline and/or data flow
  • Ability to provide continuous feedback to improve processes for high level of systems availability.

Tactical

  • Knowledge of ITIL and IT Service Management best practices with Major Incident
  • Ability to effectively work with support teams throughout IT to identify and implement availability improvements
  • Ability to effectively work with support teams throughout IT to identify and implement best practices in change management
  • Ability to work flexible hours / shifts based on the needs of the business
  • Ability to multi-task and dynamically prioritize based on situation
  • BA/BS Degree or equivalent work experience

Desired Skills:

  • Technical and/or support experience.
  • ITIL Foundation Certification
  • Knowledge and familiarity with the IT critical support structure and processes.
  • Knowledge of Mission, Business and System Flow Critical applications used by multiple lines of businesses
  • Knowledge of Service Now (experience using Service Now is preferred)
  • Knowledge of reporting tools - Tableau, Grafana, Plutora
  • Data Analytic or Data Mining skills