What are the responsibilities and job description for the Project Manager position at People Centro?
We are seeking an experienced IT Service Stability and Problem Management Expert with a strong background in IT system performance, change management, disaster recovery, and ITSM/ITIL frameworks. The ideal candidate will be responsible for ensuring system stability, resiliency, and high availability of externally hosted services within a banking environment.
Key Requirements:
- Experience: 3–5 years in IT Service Stability, ITSM/ITIL, Change Management, and Problem Management
- Industry: Banking / Financial Services / IT Infrastructure
- Education: BS in Engineering, Technology, or Computer Science (Preferred)
Key Skills:
- IT Service Stability & Problem Management
- Change Management & Release Management
- Disaster Recovery & Resiliency Planning
- ITIL Framework & ITSM Best Practices
- Banking Sector Experience
- Data Analysis, Analytics & Reporting
- Technical Expertise: Web, Application, Database, Storage, Cloud Environments
Key Responsibilities:
- Act as an SME for IT system stability, performance, and resiliency, ensuring high availability for externally hosted services within BofA’s infrastructure.
- Collaborate with business, technical teams, and vendors to assess and enhance system resiliency and disaster recovery capabilities.
- Drive Change Management processes to prevent production disruptions.
- Identify Single Points of Failure, define mitigation plans, and track opportunities for continuous improvement.
- Facilitate problem resolution meetings, conduct Root Cause Analysis (RCA), and develop corrective action plans.
- Ensure compliance with SLA terms and IT Compliance Standards.
- Develop and maintain operational support playbooks and escalation procedures.
- Provide oversight for planned maintenance changes, approvals, and execution.
- Analyze system trends and risks, propose process improvements, and document strategies for better stability and resiliency.
- Deliver technical reports, presentations, and business cases for management interpretation and decision-making.
Qualifications & Additional Skills:
- 3–5 years of experience in ITSM/ITIL frameworks, system stability, and problem management.
- Strong expertise in monitoring IT system performance across all seven layers of the IT stack.
- Hands-on experience with Web Tier, Application Tier, Database Tier, Storage, and Cloud environments.
- Excellent communication & stakeholder management skills to collaborate across multiple technology and business units.
- Ability to multi-task in a fast-paced environment while ensuring strict adherence to compliance and reporting standards.
- Strong negotiation, conflict resolution, and influencing skills to drive process improvements.