Job DescriptionResponsibilities:
- Provides support to teams within the organization, and to external clients when required.
- Manage JIRA /eSMT incident tickets and work with project managers/product managers to ensure that ticket s are resolved within SLAs.
- Identify and facilitate resolution of application issues by facilitating collaboration between various stakeholders.
- Maintains and updates technical documents and procedures.
- Work with Project/Product Manager (PM) towards creating performance measurement dashboards (such as JIRA/Devops/Power BI etc.) including sprint performance, sprint velocity, financial performance, and others.
- Work with the PM towards maintaining client relations, facilitating client meetings and managing client expectations, preparing presentation materials, onboarding, and offboarding project resources.
- Work with Project/Product Manager (PM) towards facilitating and conducting end user training sessions, develop training materials (manuals or videos), preparing meeting minutes and other documents.
- Monitor and manage service agreements (budget, scope. timelines), identifying key performance indicators and raising flags as needed.
- Support other activities as assigned by project/product managers.
General Skills:
- Sound knowledge of production applications support process (ITIL) including incident management, change management, deployment, support, and upgrades.
- Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets, as necessary.
- A team player with a track record of meeting deadlines, managing competing priorities and client relationship management experience.
- Ability to explain complex ideas to those with limited IT and systems knowledge.
- Exceptional verbal and written communication skills.
- Listening ability and patience.
- Extraordinary customer service and relationship management experience.
Requirements
Experience and Skill Set Requirements:
Must Haves:
- 5+ years of demonstrated experience in coordinating and facilitating project teams to ensure project deliverables are delivered on time and adhere to government and ministry standards
- Manage JIRA /eSMT incident tickets and work with project managers/product managers to ensure that ticket s are resolved within SLAs.
- Identify and facilitate resolution of application issues by facilitating collaboration between various stakeholders.
- Sound knowledge of production applications support process (ITIL) including incident management, change management, deployment, support, and upgrades.
- Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets, as necessary.
- Maintains and updates technical documents and procedures.
- Work with Project/Product Manager (PM) towards creating performance measurement dashboards (such as JIRA/Devops/Power BI etc.) including sprint performance, sprint velocity, financial performance, and others.
Skill Set Requirements:
Application Support Experience:
- 5+ years of proven experience in managing clients and their expectations with reference to IT projects or applications.
- Working knowledge of business process analysis techniques, structured system life cycle methodologies (SDLC) for business applications
- Demonstrated ability to respond to end‑user queries, troubleshoot application issues, configuration issues, and system access problems and resolve incidents efficiently.
- Hands-on experience managing full incident lifecycles using a ticketed query system, including prioritization, escalation, and closure.
- Experience supporting internal teams and external clients, ensuring consistent service delivery and issue resolution.
- Ability to identify recurring issues and contribute to long‑term fixes and service improvements.
- Experience assisting with or supporting systems integrations, collaborating with cross‑functional technical teams. For example, experience supporting application, build testing, production deployment, change request management, and release management.
- Track record of meeting deadlines, managing competing priorities, and maintaining strong client and stakeholder relationships.
Project Co-ordination skills:
- Experience collaborating with various groups to gather updates and maintaining project budgeting, progress reporting, action items, risk management updates, etc.
- Experience working alongside project managers to provide updates, escalate where required, identify risks, and lead project document deliverables.
- Demonstrated experience working in a professional environment supporting multiple project managers on critical projects.
- Experience developing project status reports and maintaining and monitoring status reporting logs.
- Experience monitoring and maintaining project document repository and ensuring all documents are reviewed and maintained in the repository.
Methodologies, Documentation & Soft Skills:
- Experience in Gathering and developing requirements in order to create and maintain a detailed project schedule and/or integrated plan.
- Ability to monitor and forecast project costs and provide reporting and input to ensure targets are met.
- Demonstrated experience coordinating with project teams to ensure project deliverables are delivered on time and adhere to government and ministry standards
- Extensive experience coordinating and monitoring project processes and developing/communicating guidelines and procedures.
- Experience in Developing complex project budgets based on multiple funding channels and cross ministry dependencies.
- Experience in articulating and prioritizing issues and risks at senior executive levels and recommending mitigation strategies for decision makers.
- Awareness / knowledge of emerging I&IT trends and directions.
- Ability to adapt to changing trends, leverage emerging tools and methodologies, and effectively lead projects to success in today’s dynamic IT landscape.
- Experience creating, maintaining, and improving technical documentation, procedures, and knowledge base articles.
- Proven ability to deliver regular or customized training sessions and creating user guides.
- Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non‑technical audiences.
- Demonstrated listening skills, patience, and empathy when supporting users.
- Exceptional customer service and relationship management capabilities.
- Strong critical thinking and analytical skills applied to problem solving and decision‑making.
- Collaborative team player who works effectively across technical, business, and geographically dispersed teams.
- Excellent analytical, problem-solving, interpersonal, and negotiation skills
- Excellent oral and written communication skills
- Demonstrated ability to work closely with business and other IT teams.
- Demonstrated ability to develop and present new ideas and conceptualize new approaches and solutions.
RequirementsExperience and Skill Set Requirements: Must Haves: 5+ years of demonstrated experience in coordinating and facilitating project teams to ensure project deliverables are delivered on time and adhere to government and ministry standards Manage JIRA /eSMT incident tickets and work with project managers/product managers to ensure that ticket s are resolved within SLAs. Identify and facilitate resolution of application issues by facilitating collaboration between various stakeholders. Sound knowledge of production applications support process (ITIL) including incident management, change management, deployment, support, and upgrades. Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets, as necessary. Maintains and updates technical documents and procedures. Work with Project/Product Manager (PM) towards creating performance measurement dashboards (such as JIRA/Devops/Power BI etc.) including sprint performance, sprint velocity, financial performance, and others. Skill Set Requirements: Application Support Experience: 5+ years of proven experience in managing clients and their expectations with reference to IT projects or applications. Working knowledge of business process analysis techniques, structured system life cycle methodologies (SDLC) for business applications Demonstrated ability to respond to end‑user queries, troubleshoot application issues, configuration issues, and system access problems and resolve incidents efficiently. Hands-on experience managing full incident lifecycles using a ticketed query system, including prioritization, escalation, and closure. Experience supporting internal teams and external clients, ensuring consistent service delivery and issue resolution. Ability to identify recurring issues and contribute to long‑term fixes and service improvements. Experience assisting with or supporting systems integrations, collaborating with cross‑functional technical teams. For example, experience supporting application, build testing, production deployment, change request management, and release management. Track record of meeting deadlines, managing competing priorities, and maintaining strong client and stakeholder relationships. Project Co-ordination skills: Experience collaborating with various groups to gather updates and maintaining project budgeting, progress reporting, action items, risk management updates, etc. Experience working alongside project managers to provide updates, escalate where required, identify risks, and lead project document deliverables. Demonstrated experience working in a professional environment supporting multiple project managers on critical projects. Experience developing project status reports and maintaining and monitoring status reporting logs. Experience monitoring and maintaining project document repository and ensuring all documents are reviewed and maintained in the repository. Methodologies, Documentation & Soft Skills: Experience in Gathering and developing requirements in order to create and maintain a detailed project schedule and/or integrated plan. Ability to monitor and forecast project costs and provide reporting and input to ensure targets are met. Demonstrated experience coordinating with project teams to ensure project deliverables are delivered on time and adhere to government and ministry standards Extensive experience coordinating and monitoring project processes and developing/communicating guidelines and procedures. Experience in Developing complex project budgets based on multiple funding channels and cross ministry dependencies. Experience in articulating and prioritizing issues and risks at senior executive levels and recommending mitigation strategies for decision makers. Awareness / knowledge of emerging I&IT trends and directions. Ability to adapt to changing trends, leverage emerging tools and methodologies, and effectively lead projects to success in today’s dynamic IT landscape. Experience creating, maintaining, and improving technical documentation, procedures, and knowledge base articles. Proven ability to deliver regular or customized training sessions and creating user guides. Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non‑technical audiences. Demonstrated listening skills, patience, and empathy when supporting users. Exceptional customer service and relationship management capabilities. Strong critical thinking and analytical skills applied to problem solving and decision‑making. Collaborative team player who works effectively across technical, business, and geographically dispersed teams. Excellent analytical, problem-solving, interpersonal, and negotiation skills Excellent oral and written communication skills Demonstrated ability to work closely with business and other IT teams. Demonstrated ability to develop and present new ideas and conceptualize new approaches and solutions.
