IPC Manager

About Us

Established in the year 2000 in the US, we have global offices in the US, India, UK, Australia, Mexico, Vietnam, and Canada, with best-in-class infrastructure and development facilities spread across the globe. We are an end-to-end solution provider in Banking & Financial Services, Telecom, Healthcare, Manufacturing & Energy verticals and have successfully delivered $1 billion worth of projects for more than 20 Fortune 500 companies.
 

Position Name

Sr. Project Manager

Experience

10+years

Location

Hyderabad

Shift Timings

1-10PM

Job Description

We are seeking a dynamic and experienced Project Manager to oversee multiple IT support streams including Global Service Desk (GSD), L1 Monitoring, Endpoint Management (SCCM & Intune), Application Packaging, Windows Server Operations (L2/L3), and SOC L2. The ideal candidate will have hands-on experience in managing cross-functional teams, ensuring SLA adherence, coordinating change windows, and driving operational excellence. This role requires strong client-facing skills, excellent communication, and the ability to manage 24/7 shift schedules and escalations. 

Key Responsibilities 

- Lead and manage IT support streams across GSD, Monitoring, Endpoint Management, Application Packaging, Server Operations, and SOC L2. 
- Coordinate and maintain 24/7 shift schedules ensuring adequate coverage across all time zones. 
- Oversee JIRA ticket lifecycle including assignment, prioritization, SLA tracking, and closure. 
- Facilitate change windows, upgrades, and patching cycles including weekend and holiday coverage. 
- Act as escalation point for major business outages and ensure timely resolution and communication. 
- Prepare and present weekly, monthly, and quarterly operational metrics and performance reports. 
- Drive team collaboration, knowledge sharing, and continuous improvement initiatives. 
- Ensure compliance with client policies, procedures, and security standards. 
- Conduct regular governance meetings with client stakeholders and internal teams. 
- Support onboarding and training of new team members across all support tracks
 

Qualifications & Skills 

- Bachelor’s degree in Computer Science, Information Technology, or related field. 
- 8+ years of experience in IT operations with at least 3 years in a project management role. 
- Hands-on experience managing teams in GSD, Monitoring, Endpoint Management, Server Operations, and SOC. 
- Strong understanding of ITIL processes, SLA management, and incident/change/problem management. 
- Experience with JIRA, SCCM, Intune, SIEM tools, and monitoring platforms. 
- Excellent communication, leadership, and stakeholder management skills. 
- Relevant certifications such as PMP, ITIL, or technical certifications are a plus. 
- Ability to work in a fast-paced, 24/7 operational environment

Competencies

Key Skills

ITIL processes, SLA management, JIRA, SCCM, Intune, SIEM tools, and monitoring platforms

Soft Skills

Communication

Qualification

Any Graduate / Postgraduate

Certifications

PMP preferred