The Role

The Project Manager will be responsible for ensuring all projects are delivered using a 'best-practice' project delivery approach and are delivered within the agreed scope, time, cost and quality.

Deliver high-quality shippable products as per the scope of the program. He/She will understand the key requirements and scope of the project working with the Product Owner and Business stakeholders.

How You Will Make an Impact:

- Understand how the product works and how it is used by customers.

- Apply strong engineering principles to drive the development and delivery of the Hotfix and minor release. This role has the ultimate responsibility to manage customer satisfaction and team engagement.

- Technically hands-on and support and guide the team members in solutions to customers and driving the best engineering practices for developing software.

- Implement the Agile frameworks in its entirety in the capacity as a flow manager. Ensure the development teams are practicing the core agile principles

- Establish clear ownership for project tasks, ensure that team members have the tools needed and provide timely feedback.

- Report (or contribute in preparing the status report) to the Project Steering Committee as per the schedule and agreed-upon metrics. Track progress and review project tasks to meet project deadlines.

- Assess project issues and identify solutions to meet productivity, quality, and customer goals.

- Timely Interaction with customers on/ off-site to troubleshoot issues, suggests workarounds.

- Should be able to guide/work with the technical team for quicker resolutions and achieve productivity goals for the team.

- Should be able to drive initiatives for productivity and ticket resolution quality improvement.

- Work on providing innovative ideas to improve ticket closure quality.

- Should suggest functionality in the platform to provide ways to improve turn around time for tickets

- Should drive and provide efficient ways for resolution/fixes of common issues across the customers.

- Propose ways to reduce overall tickets, operational efficiencies, and features for product to reduce the support tickets

- Should suggest better implementation for product based on usage on Production

- Should be able to suggest/implement the optimum process for a ticket raised to fix on PROD cycle

- Propose optimum process across departments at interfacing points, do regular ticket analysis and fine-tune the process

- Work on increasing supportability to product, Lead on RED account working with various departments/stakeholders.

- Ensuring Ticket Hygiene with Goal of SLA adherence. Problem and backlog management

- Contribute to knowledge base articles for both customer and internal staff to reduce troubleshooting time and drive faster issue resolution.

- Own large customers for day to day interactions with customers as required. Ensure SLAs are adhered to the accounts

- Ensure successful transition from SE, have regular connection with customers team management and attrition management.

People Management & Recruitment:

- Recruit and manage the team - Coach and Mentor the team members on career growth including performance management discussions. Be the evangelist for a high-performance culture

- Responsible for Resource planning & Optimization driving with utilization to timely deliverables.

- Should engage the team with team building and motivational activities.

What You Bring to the Team:

- 2-10 years of solid experience in software product development. Should be in a manager role for at least 4+ years.

- Bachelor's Degree in IT or Computers Engineering or equivalent degree in Computer Science

- Demonstrated understanding of Project Management processes, strategies and methods

- Experience mentoring, coaching and developing rising talent in the technology department

- Excellent time management and organisational skills and experience establishing guidelines in these areas for others

- Strong sense of personal accountability regarding decision-making and supervising department teams

- Experience working in a high-level collaborative environment and promoting a teamwork mentality

- Managerial experience applying analytical thinking and problem-solving skills

- Ability to predict challenges and seek to proactively head-off obstacles

- SCRUM, APM and other agile certificates will be nice to have

Technical Ability:

- Should have experience in transitioning projects (Development and Maintenance).

- Past experience in Building and Managing high-performance teams.

- Exposure to the SAP Platform

- Strong Working Experience in JIRA

- Should have prior development background along with current support role.

- Strong and proven background with experience in Troubleshooting on the Mobile platform

- Knowledge and/or experience with widely successful Agile techniques: Scrum and Kanban.

- Strong orientation towards Technical and functional aspects of the product.

- Strong influencing skills and ability to prioritize the backlog.

- Understanding of customer support processes and tools.

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