Project Lead / Technical Manager

Company: Techwave Consulting Inc
Location: Chicago
Posted on: February 20, 2025

Job Description:

Techwave is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.Position: Project Lead / Technical ManagerLocation: Hyderabad, IndiaJob Id: 5039# of Openings: 1About Techwave: Techwave is a leading global IT and engineering services and solutions company revolutionizing digital transformations. We believe in enabling clients to maximize their potential and achieve a greater market with a wide array of technology services, including, but not limited to, Enterprise Resource Planning, Application Development, Analytics, Digital, and the Internet of Things (IoT).Founded in 2004, headquartered in Houston, TX, USA, Techwave leverages its expertise in Digital Transformation, Enterprise Applications, and Engineering Services to enable businesses to accelerate their growth.We are a team of dreamers and doers who are pushing the boundaries of what's possible.Job Title: Project Lead / Technical ManagerIndustry Type: InfraExperience: 8 yearsMode of Hire: FulltimeRoles & Responsibilities:

• Monitoring and managing Infrastructure and Cloud teams to ensure smooth operations.
• Hands-on infra technical work experience.
• Experience in handling ITSM tools (as admin) and coordinating with vendors.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Guiding methods of improvement and ensuring timely actions for service delivery upgrades.
• Providing valid and regular reports to management on service delivery performance.
• Building solid relationships with teams and stakeholders to enable effective dialogue exchange.
• Collaborating with technical design teams to set benchmarks for Infra and Cloud domains.
• Showcasing and practicing excellent client-handling skills to ensure customer satisfaction.
• Escalation tracking and resolution for client issues.
• Owning and holding periodic reviews with clients on operational performance.
• Ensuring client response time is within acceptable limits and deadlines are met with accuracy.
• Achieving KPIs/SLAs contractually agreed with the customer and continuously improving performance benchmarks.
• Owning implementation and delivery of Operational Excellence.
• Utilizing capacity management tools to schedule resources to meet operational demand.
• Owning the creation, update, and maintenance of Standard Operating Procedures and Knowledge Management tools.
• Identifying recurrent problems/issues in Operations and resolving them.Required Skills:
• Proficiency in leading large teams.
• Experience in leading Managed Services projects and multi-domain teams.
• Operational ability in a diverse, large-scale environment.
• Hands-on technical knowledge on any of the infra platforms.
• Exceptional customer-facing skills, especially with Multi-Geo locations customers.
• In-depth knowledge of escalation procedures, incident management, Problem, Change and other disciplines related to service delivery.
• Good knowledge of ITIL (Information Technology Infrastructure Library) principles.
• Expertise in people management and leadership.
• Ability to train and coach team members.
• Mastery of managing and prioritizing tasks.
• Solid resource planning and problem-solving skills.
• Excellent verbal and written communication skills.Technical Certifications:
• ITIL4 Foundation - Preferred
• Any infra-level technical certification - Preferred
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Keywords: Techwave Consulting Inc, Chicago , Project Lead / Technical Manager, IT / Software / Systems , Chicago, Illinois