SME - Program & Project Management

Job Summary

• Strong understanding of IT infrastructure, including servers, storage, networking, and data center operations.
• Project Planning: Develop comprehensive project plans that merge customer requirements with company goals and coordinate various managerial and technical personnel during all project phases, from initial development through implementation.
• Resource Allocation: Identify and manage project dependencies and critical paths, allocate resources appropriately, and ensure that all projects are delivered on time, within scope, and within budget.
• Stakeholder Communication: Regularly communicate with stakeholders, including clients, vendors, and internal teams, to ensure clarity on project requirements, progress, and any changes to the project scope.
• Risk Management: Proactively manage changes in project scope, identify potential crises, and devise contingency plans.
• Performance Monitoring: Track project performance, specifically to analyze the successful completion of short and long-term goals. Develop and deliver progress reports, proposals, requirements documentation, and presentations.
• Quality Assurance: Ensure that all projects are delivered with the highest quality and meet all project requirements and standards.
• Leadership: Lead, coach, and motivate project team members on a proactive basis. Encourage team members to take positive action and accountability for their assigned work.
• Certifications: PMP, Agile, or relevant project management certification.
• Excellent leadership, communication, and interpersonal skills. Ability to manage multiple projects simultaneously and work under tight deadlines.
• Demonstrated ability to solve complex problems and make critical decisions under pressure.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Implementing Corrective Actions According To Agreed Slas.

2. Mentor Team Members And Administrators While Preparing Standard Operating Procedures (Sops) And Maintaining Comprehensive Documentation To Facilitate Knowledge Sharing And Operational Efficiency.

3. Validate Change Order Implementation Plans And Ensure Human Error Compliance, Actively Participating In Capacity Planning To Align Resources With Operational Demands.

4. Engage In Customer Meetings To Gather Feedback And Understand Challenges, Ensuring A Focus On Enhancing Customer Satisfaction Through Proactive Communication And Support.

5. Conduct Root Cause Analyses And Trend Analyses, Validating Findings And Reports To Provide Actionable Insights For Key Business Stakeholders To Improve Operational Performance.

Skill Requirements

1. Proficient In Project Management Methodologies And Tools, Particularly In Dmo And Project Execution.

2. Strong Analytical Skills With The Ability To Perform Trend Analysis And Root Cause Investigations.

3. Excellent Communication And Interpersonal Skills To Effectively Liaise With Stakeholders And Present Findings.

4. Familiarity With Sla Management And Incident Resolution Processes.

5. Knowledge Of Capacity Planning And Change Management Principles.

Other Requirements

1. Optional But Valuable Certifications: Project Management Professional (Pmp), Itil Foundation Certification