Job Description :
Description : Leads internal projects (OS Upgrades and Hardware Refresh activities) to ensure that they meet all scope, time, budget and quality expectations, through planning, controlling and managing.
Manages efforts to plan, build and implement solutions to internal problems and issues.
Day to day duties : Accountable for lifecycle management activities and hardware recommendations to achieve availability targets and reduce incidents.
Responsible for ensuring an accurate and reliable data in CMDB+ with SLA and KPE information aligned to customer contract.
Problem Management / Stability Planning : Ensuring that problem management is conducted thoroughly and the learning is applied to systems that have not yet experienced issues.
Responsible for opening problem records, perform root-cause analysis, implement and close any task related to an assigned problem record.
Projects Responsible for work in any LCM Physical Project or Automation Project assigned. Identify and submit automation requests.
Incident management : Work on the incidents triggered by an LCM change and do the proper follow up until the impact concludes and final solution have been defined and implemented.
Documentation : Update diagrams, processes, procedures, guides and any other file required by Management. Creates and Maintains PM Work Group Instructions and Processes.
Change Management : Responsible for planning, record creation and schedule changes. Represent the changes in TAB and CAB meetings (if applicable), Lead the implementation meeting and close change requests.
Responsible to adhere to process standards depending on the type of changes : Normal, Routine, Emergency Changes.
Evaluates and creates the client impact workbooks to identify potential clients impacted by scheduled changes
Hosts meeting with stakeholders to review planned activity and change-related concerns.
Participates on the change implementation windows (on-call rotation) and validates that the change is implemented properly.
The PM will help to escalate the issue with specific support team, Incident Managers, PEMs as needed if the change does not bring the expected results
Engages any resource that is necessary after a change failure to avoid or diminish customer impact
Move changes record through phases and provides a follow up to make sure the changes are fully approved before the implementation window.
Work with Data Center and account representatives to coordinate Change Windows and approvals as needed
Facilitates resolution of escalated issues and risks that impact release and deployment activities
Provide on-call support within a structured rotation if the business requires it.(two weekends per month as minimum)
Education and Experience Required :
Master or Bachelor’s degree on Systems Engineering or any equivalent.
Without a degree 3 to 5 years in project management roles or in like roles / businesses. (Need to demonstrate it)
Must be able to prove excellent organization, coordination and problem-solving skills.
Excellent understanding of ITSM ITIL processes,
ITIL V3 and CCNA Certifications is a MUST.
PMP Certification is a Plus.
Knowledge and Skills Required :
Demonstrates an in-depth understanding of key Services’ operational policies, processes and methodologies applicable to project management.
Speaks with expertise to many layers of depth related to project management methods.
3 years’ experience managing projects related to a broad range of technologies including Network, Security in datacenter environment.
Excellent English skills (over 90%)
Excel Advanced (Pivot tables and Charts)
Strong interpersonal and communication skills with the ability to make technical decisions with little or no management intervention
Ability to work with multiple changes in parallel and adhere to problem and change management requirements
Knowledge of ITIL standards
Ability to multi task and support multiple customer needs each day
Ability to work both independently and in a team environment.