What are the responsibilities and job description for the Sr. Project Manager position at MRoads?
Job Details
JD:
Take ownership of customer issues reported and see problems through to resolution
Manage complete Support Project (L2/L3 OR Support)
Research, diagnose, troubleshoot and identify solutions to resolve customer issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Provide prompt and accurate feedback to customers
Ensure proper recording and closure of all issues
Prepare accurate and timely reports
Provide and document RCA
Provide corrective actions on repetitive issues for a permanent fix / Problem Management
Provide Guidance and Support to other IT Team Knowledge Management processes
Provide resolution notes for new issues or work-around
keep team members and team lead aware of changes.
Build, develop and maintain updated user self-help documentation and quick reference guides for frequently asked questions and changes about the application
Enable the users to handle activities on their own
Ensure to identify value creation opportunities, design / develop and get it implemented
Extensive experience in customer and vendor management
Ability to deal with ambiguity and define approaches to bring unfocused issues to resolution.
Excellent customer-facing skills that include conducting compelling technical briefing and demonstrations including critical issues, status reports, and resolving impediments. The person should have the technical capability to troubleshoot applications, implement new technologies and articulate the solutions to the customer.
Ensures project issues are raised on time and resolved at the appropriate levels. Keeps project or delivery teams informed of the overall status
Ability to drive compliance and process adherence
Excellent written and verbal communication
