Job Summary

The Subject Matter Expert (Support & Ops) plays a vital role in ensuring the timely resolution of escalations and incidents while adhering to quality norms and service level agreements (SLAs). This role is essential for enhancing customer satisfaction through effective analysis and communication, contributing to the continuous improvement of support operations.

The Technical Program Manager will manage a set of projects as well as participate in short- and long-term strategy planning. The Technical Program Manager will work closely with Operations Teams, Application Teams, and Business units to ensure proper execution of project and program plans. The position requires broad experience across many core IT technologies and services, like IT Infrastructure, Data Analytics, AI implementation etc. to monitoring and management functions. Job Responsibilities: • Execution IT projects in various aspects – Enterprise Applications, and Information Security. • Applies project management disciplines and experience, develops plans to include project definitions, scope, business requirements, cost, completion dates, resource allocation, and quality/reliability for a group of projects in 1 or more complex programs • Actively partners with IT teams to ensure appropriate processes and templates are utilized for project and program success • Accountable for establishing and managing multiple project deliverables, communicating project and program vision and ensuring IT resources are aligned properly • Maintains the project budget schedules, and manages resource levels to achieve project success • Utilize both agile and waterfall methodologies, driving technical and functional teams to complete critical path business requirements in a timely fashion • Develops and implements corrective action plans when deviations from budgets and/or schedules are evident • Develops and manages short- and long-term program roadmaps • Prioritizes work on projects and programs based on business need and IT capability • Drives expectation setting and leadership management within IT and the business • Drive and assist with the development of business cases • Engage with key business stakeholders to understand their needs, document requirements, and perform business analysis • Facilitates vendor selection process and manages vendor relationships • Maintains a high level of organization and planning while communicating with stakeholders to reach timelines and maintain customer satisfaction • Regularly identifies risks and communicates project health to senior leadership • Identifies and directs changes through appropriate review and approval mechanisms. • Resolves most conflicts between timeline, budget, and scope independently, but intuitively escalates complex issues to Portfolio management • Looks for process definition and improvement opportunities and leads others in adhering to existing IT processes and contributing to their improvement • Demonstrates flexibility and resilience in response to changing or ambiguous work situations Qualifications • Minimum of ten (10) years of IT experience. • Project Management Certification preferred but not required (PMP) • 10+ years’ experience in successfully leading and managing across diverse projects and programs • Strong understanding of applications security scanning’s like SAST, DAST, Pen Test • Security certification like Security+, CISSP is a plus • Experience with ServiceNow development project, Security Vulnerability Remediations Projects is a plus • Technical experience is required; SDLC, Agile & Scrum methodology experience required • Strong cross-group collaboration skills and experience working across multiple teams both within the division and across the company • Excellent interpersonal, human relations, written, verbal an

Key Responsibilities

The Technical Program Manager will manage a set of projects as well as participate in short- and long-term strategy planning. The Technical Program Manager will work closely with Operations Teams, Application Teams, and Business units to ensure proper execution of project and program plans. The position requires broad experience across many core IT technologies and services, like IT Infrastructure, Data Analytics, AI implementation etc. to monitoring and management functions. Job Responsibilities: • Execution IT projects in various aspects – Enterprise Applications, and Information Security. • Applies project management disciplines and experience, develops plans to include project definitions, scope, business requirements, cost, completion dates, resource allocation, and quality/reliability for a group of projects in 1 or more complex programs • Actively partners with IT teams to ensure appropriate processes and templates are utilized for project and program success • Accountable for establishing and managing multiple project deliverables, communicating project and program vision and ensuring IT resources are aligned properly • Maintains the project budget schedules, and manages resource levels to achieve project success • Utilize both agile and waterfall methodologies, driving technical and functional teams to complete critical path business requirements in a timely fashion • Develops and implements corrective action plans when deviations from budgets and/or schedules are evident • Develops and manages short- and long-term program roadmaps • Prioritizes work on projects and programs based on business need and IT capability • Drives expectation setting and leadership management within IT and the business • Drive and assist with the development of business cases • Engage with key business stakeholders to understand their needs, document requirements, and perform business analysis • Facilitates vendor selection process and manages vendor relationships • Maintains a high level of organization and planning while communicating with stakeholders to reach timelines and maintain customer satisfaction • Regularly identifies risks and communicates project health to senior leadership • Identifies and directs changes through appropriate review and approval mechanisms. • Resolves most conflicts between timeline, budget, and scope independently, but intuitively escalates complex issues to Portfolio management • Looks for process definition and improvement opportunities and leads others in adhering to existing IT processes and contributing to their improvement • Demonstrates flexibility and resilience in response to changing or ambiguous work situations Qualifications • Minimum of ten (10) years of IT experience. • Project Management Certification preferred but not required (PMP) • 10+ years’ experience in successfully leading and managing across diverse projects and programs • Strong understanding of applications security scanning’s like SAST, DAST, Pen Test • Security certification like Security+, CISSP is a plus • Experience with ServiceNow development project, Security Vulnerability Remediations Projects is a plus • Technical experience is required; SDLC, Agile & Scrum methodology experience required • Strong cross-group collaboration skills and experience working across multiple teams both within the division and across the company • Excellent interpersonal, human relations, written, verbal and listening communication skills • Ability to assist in creating project roadmaps • Experience with working with MS Project, O365, Visio, Excel, PowerPoint, Smartsheet, Jira 1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents By Analyzing Ticket Data And Implementing Corrective Actions According To Agreed Slas.

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. The Technical Program Manager will manage a set of projects as well as participate in short- and long-term strategy planning. The Technical Program Manager will work closely with Operations Teams, Application Teams, and Business units to ensure proper execution of project and program plans. The position requires broad experience across many core IT technologies and services, like IT Infrastructure, Data Analytics, AI implementation etc. to monitoring and management functions. Job Responsibilities: • Execution IT projects in various aspects – Enterprise Applications, and Information Security. • Applies project management disciplines and experience, develops plans to include project definitions, scope, business requirements, cost, completion dates, resource allocation, and quality/reliability for a group of projects in 1 or more complex programs • Actively partners with IT teams to ensure appropriate processes and templates are utilized for project and program success • Accountable for establishing and managing multiple project deliverables, communicating project and program vision and ensuring IT resources are aligned properly • Maintains the project budget schedules, and manages resource levels to achieve project success • Utilize both agile and waterfall methodologies, driving technical and functional teams to complete critical path business requirements in a timely fashion • Develops and implements corrective action plans when deviations from budgets and/or schedules are evident • Develops and manages short- and long-term program roadmaps • Prioritizes work on projects and programs based on business need and IT capability • Drives expectation setting and leadership management within IT and the business • Drive and assist with the development of business cases • Engage with key business stakeholders to understand their needs, document requirements, and perform business analysis • Facilitates vendor selection process and manages vendor relationships • Maintains a high level of organization and planning while communicating with stakeholders to reach timelines and maintain customer satisfaction • Regularly identifies risks and communicates project health to senior leadership • Identifies and directs changes through appropriate review and approval mechanisms. • Resolves most conflicts between timeline, budget, and scope independently, but intuitively escalates complex issues to Portfolio management • Looks for process definition and improvement opportunities and leads others in adhering to existing IT processes and contributing to their improvement • Demonstrates flexibility and resilience in response to changing or ambiguous work situations Qualifications • Minimum of ten (10) years of IT experience. • Project Management Certification preferred but not required (PMP) • 10+ years’ experience in successfully leading and managing across diverse projects and programs • Strong understanding of applications security scanning’s like SAST, DAST, Pen Test • Security certification like Security+, CISSP is a plus • Experience with ServiceNow development project, Security Vulnerability Remediations Projects is a plus • Technical experience is required; SDLC, Agile & Scrum methodology experience required • Strong cross-group collaboration skills and experience working across

Other Requirements

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

The Technical Program Manager will manage a set of projects as well as participate in short- and long-term strategy planning. The Technical Program Manager will work closely with Operations Teams, Application Teams, and Business units to ensure proper execution of project and program plans. The position requires broad experience across many core IT technologies and services, like IT Infrastructure, Data Analytics, AI implementation etc. to monitoring and management functions. Job Responsibilities: • Execution IT projects in various aspects – Enterprise Applications, and Information Security. • Applies project management disciplines and experience, develops plans to include project definitions, scope, business requirements, cost, completion dates, resource allocation, and quality/reliability for a group of projects in 1 or more complex programs • Actively partners with IT teams to ensure appropriate processes and templates are utilized for project and program success • Accountable for establishing and managing multiple project deliverables, communicating project and program vision and ensuring IT resources are aligned properly • Maintains the project budget schedules, and manages resource levels to achieve project success • Utilize both agile and waterfall methodologies, driving technical and functional teams to complete critical path business requirements in a timely fashion • Develops and implements corrective action plans when deviations from budgets and/or schedules are evident • Develops and manages short- and long-term program roadmaps • Prioritizes work on projects and programs based on business need and IT capability • Drives expectation setting and leadership management within IT and the business • Drive and assist with the development of business cases • Engage with key business stakeholders to understand their needs, document requirements, and perform business analysis • Facilitates vendor selection process and manages vendor relationships • Maintains a high level of organization and planning while communicating with stakeholders to reach timelines and maintain customer satisfaction • Regularly identifies risks and communicates project health to senior leadership • Identifies and directs changes through appropriate review and approval mechanisms. • Resolves most conflicts between timeline, budget, and scope independently, but intuitively escalates complex issues to Portfolio management • Looks for process definition and improvement opportunities and leads others in adhering to existing IT processes and contributing to their improvement • Demonstrates flexibility and resilience in response to changing or ambiguous work situations Qualifications • Minimum of ten (10) years of IT experience. • Project Management Certification preferred but not required (PMP) • 10+ years’ experience in successfully leading and managing across diverse projects and programs • Strong understanding of applications security scanning’s like SAST, DAST, Pen Test • Security certification like Security+, CISSP is a plus • Experience with ServiceNow development project, Security Vulnerability Remediations Projects is a plus • Technical experience is required; SDLC, Agile & Scrum methodology experience required • Strong cross-group collaboration skills and experience working across multiple teams both within the division and across the company • Excellent interpersonal, human relations, written, verbal and listening communication skills • Ability to assist in creating project roadmaps • Experience with working with MS Project, O365, Visio, Excel, PowerPoint, Smartsheet, Jira