IT Project Manager

Job Purpose:

Perform general management of IT Project Support team. Planning, managing, and evaluating IT Operations for delivery projects. Provide IT services for Delivery business units related to project needs based on Microsoft and Unix-like systems.

Duties and Responsibilities:

1. Create and maintain the Project Support Team. Staff/schedule plan.
2. Coordinate and audit implementation industry standards in Project Support team.
3. The Project Support manager's responsibilities typically include:

• Providing overall leadership, control and decision-making and taking responsibility for the Project support team
• Reporting to higher levels of management on all Project support issues
• Performing line management for all Project Support team members
• Ensuring that all Project support activities are satisfactorily performed within agreed timescales and in accordance with company policies and procedures
• Ensure effective cooperation with other IT teams

1. Execute following plans for Project support services:

• Monitoring services plan for Delivery projects
• Project Support services Maintenance plan
• Backup/Recovery plan for Project Support services in cooperation with IS Applications team
• Monitor Project Support services capacity to keep value for money

1. As Event management practitioner:

• Coordinate and audit proper functioning of Project Support services based on monitoring systems
• Tuning thresholds and monitoring scripts via standard procedures and policies
• Participate in designing warranty aspects of the service such as classifying events, updating correlation engines, or ensuring that any auto-responses are defined, etc
• Test the service to ensure that events are properly generated and that the defined responses are appropriate
• Analyze, review data from monitoring solutions to improve monitoring effectiveness

1. As Incident and Service request coordinator you responsible for:

• Producing management information (regular and ad-hoc reports, estimates, etc.)
• Managing the work of incident support staff of Project Support team
• Monitoring the effectiveness of incident management and making recommendations for improvement
• Ensure team's capacity is enough to operate services within agreed OLA
• Driving the efficiency and effectiveness improvements of the incident and request fulfillment management processes
• Developing and maintaining the incident management and request fulfillment procedures for Project support team
• Ensuring request fulfillment activities operate in line with service level targets and in accordance with company policies and procedures
• Ensuring all authorized service requests are being fulfilled on a timely basis
• Reviewing the initial prioritization and authorization of incidents and service requests to determine accuracy and consistency

1. As Problem Analyst to be responsible for:

• Submit and process Problems according to the Problem Management procedure
• Reviewing incident data to analyze assigned problems
• Analyzing problems for correct prioritization and classification
• Investigating assigned problems through to resolution or root cause
• Coordinating actions of others as necessary to assist with analysis and resolution actions for problems and known errors
• Raising RFCs to resolve problems
• Monitoring progress on the resolution of known errors and advising incident management staff on the best available workaround for incidents
• Updating the KEDB with new or updated known errors and workarounds
• Assisting with the handling of major incidents and identifying their root causes
• Become a trusted contact point and coordinator for Problem managers of other departments

1. Within the Knowledge management process you do:

• Transit knowledge between team members, to and from delivery teams in a proper manner
• Help team members in understanding IT processes, Business unit strategy, coordinate all documentation activity related to operational tasks
• Ensure that each member of the Project support team has all the necessary knowledge and skills to do their job effectively
• Share knowledge on the processes and operational issues with L1/L2 teams of ITSD department
• Regularly review and update the team's documentation
• Maintain Project support team knowledge base
• Create, maintain and execute education plans for Project support team

1. Initiate and coordinate service improvements:

• Define the weak areas in services
• Create project plans for improvements
• Improve services according to plans

1. Assists delivery and IT projects in deploying releases according to their needs.

Requirements:

Education

• Bachelor's degree in computer science or similar

Specialized knowledge

• Databases knowledge
• Excellent understanding ITIL Lifecycle approach and Transition, Operational processes
• Excellent understanding of DevOps approaches
• Understanding of software development company functioning
• Networking(desirable)
• MS Windows Servers management(desirable)
• Linux management preferably with Red Hat Enterprise Linux(desirable)

Skills & abilities

• English Intermediate level or higher (higher English level will be considered as a strong advantage)
• Leadership skills
• Excellent documentation, reporting skills
• Excellent organizational and time-management skills
• Coaching and supervisory skills
• Communication skills and meeting facilitation skills
• Problem-solving
• Client orientation
• Excellent consulting and advisory skills
• Analytical skills
• Ability to handle multitasking activities
• Ability to work under pressure and in different environments

Personal qualities

• Team player
• Quick learner
• Highly responsible
• Flexibility
• Detail orientation
• Result orientation

Professional certification

• ITIL Foundation certification other IT related Certifications (Microsoft/VMware/LPIC/Oracle, etc.)

Experience

• 5 years' experience in managing IT solutions
• 1 year experience in people management