Project Manager with ITIL (only locals)

Bisoftllc is Looking for Project Manager with ITIL

Job / Role Description The Project Manager will be responsible for managing day-to-day support operations across multiple applications or platforms. This role includes coordinating with cross-functional teams, ensuring timely resolution of issues, managing SLAs, driving process improvements, and maintaining high customer satisfaction. The PM will also oversee documentation, reporting, stakeholder communication, and escalation management.

Skills / Experience

• 10+ years of overall experience and 5+ years of experience in managing application support projects (L1/L2/L3)
• 5+ years in incident, problem, and change management following ITIL best practices
• 5+ years of experience with ticketing tools such as ServiceNow / Jira for queue management, dashboarding, and SLA tracking
• 4+ years of stakeholder & vendor coordination, including escalations and governance calls
• 4+ years experience preparing status reports, RCA documentation, and SOPs
• 4+ years of release and deployment coordination experience for enhancements or fixes
• 4+ years in resource planning, workload management, and sprint planning (for support sprints)
• 4+ years of experience in customer communication, expectation management, and conflict resolution
• Knowledge of Agile or hybrid delivery models; Familiarity with LMS, CRM, ERP, or other enterprise applications (depending on project)
• Basic exposure to SQL for validation checks; Understanding of cloud environments (AWS/Azure) in a support context
• Knowledge of documentation tools (Confluence, SharePoint); Understanding of integrations, APIs, and basic troubleshooting workflows
• Prior experience in working on Agile/Scrum projects with exposure to tools like Jira/Azure DevOps
• Communicate effectively with internal and customer stakeholders (technical and non-technical )
• Problem-Solving and Analytical Thinking; Capability to troubleshoot and resolve issues efficiently
• Strong interpersonal skills to build and maintain productive relationships with team members
• Provide constructive feedback during reviews and be open to receiving the feedback
• Analytical mindset; Communication approach: verbal, emails and instant messages
• Provides regular updates, proactive and due diligent to carry out responsibilities

Expected Outcome

• Ensure 99%+ SLA compliance across all support activities
• Maintain high customer satisfaction through predictable and transparent support operations
• Improve support efficiency by implementing process optimizations and automation opportunities
• Reduce incident volume through proactive problem management and RCA-driven actions
• Establish a well-organized knowledge base, SOPs, and runbooks
• Improve communication and governance through structured reporting and cadence calls
• Deliver seamless release cycles with minimal production issues and zero major outages