Associate Project Manager

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:

5-7years 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.