Address
Form of work
SalaryServe as a technical liaison in providing product/services information and in resolving issues regarding products and services. Take ownership of a selection of products, working with our business and technical leads to manage new features and opportunities. Analyze production programs to isolate problems or to determine more efficient methods. Lead ongoing reviews of business processes and developing optimization strategies. Error handling / code exception management. Prepare technical documentation in accordance with the company’s procedures for software products /components/solutions. Optimize costs and time utilization, minimize waste and deliver projects on time, and on budget as per the contract and agreed scope, with a high-quality result. Derive insights from customer driven data to inform product decisions. Identify key factors driving customer satisfaction and churn. Aggregate insights into recommendations for the product roadmap. Performance management of our third-party technology partners including manage and monitor the production support ticket pipeline from Zendesk. Work with internal tech and product teams to triage, follow-up, and make sure all issues resolved in a timely manner. Develop and update support ticket issues based on their status and keep all teams updated. Develop operations and roll out plans as new features gets added to the product. Develop implementation plans that includes cost-benefit analyses. Establish a Production support cadence plan including SLA and capacity optimization. Develop, train and roll out Standard operating procedures (SOP) when production issue occurs. Support identification of risks, dependencies and issues across the Program and coordinates mitigation actions. Support Program management leads in their day-to-day ownership of program delivery, assists in resolving issues escalated by work stream leads, tracks project milestones and deliverables. Develop and analyze reports to identify trends, patterns, and issues related to the management of initiatives, and present findings and recommendations to Technical and Product Leads. Lead product prioritization as it relates to Deployment, Operations, and Support. Support the program management leads in working with business stakeholders to identify business needs, validate pain points, and determine the high-level value proposition / business case for implementing innovative solutions. Develop input channels for internal stakeholders to capture and prioritize new tooling products.
Minimum Education & Experience Requirements:
Bachelor’s Degree, or foreign equivalent, in Information Technology, Computer Science or related field. Must possess 5 years of experience as an IT Program or Project Manager. Five years of: hands-on Program or Project Management experience in the Information Technology industry with experience analyzing data, drawing conclusions, identifying trends and issues, and diagnosing root cause of issues; experience directly managing offshored team of at least 10 third-party engineers and/or data scientists; and experience with Edge and Cloud; data reporting & data visualization tools like Sigma Computing, Tableau; technical reviews for deployments in stores or cloud environment; data management and processing technology including relational (PostgreSQL, SQL Server) and NoSQL; and API integration, building platforms, and microservices. 1-3% domestic travel per year, with possibility of 1-3% international travel per year.
Offered annual salary will range from: $140,000 - $155,000/year
