Symbastech

Employment Type: Contract 

Experience: 8+ Years

Role: Project Manager / Delivery Manager

Job Summary

We are seeking an experienced Project Manager with strong Production Support experience to manage IT application support, infrastructure operations, incident management, and delivery activities. The ideal candidate will have a strong understanding of production environments, ITIL processes, SLA management, stakeholder communication, and Agile/Waterfall project management.

Key Responsibilities

• Manage end-to-end production support projects and application support operations.
• Lead production support teams across application, infrastructure, database, middleware, and DevOps functions.
• Manage P1/P2/P3 incidents, ensuring timely resolution and adherence to SLAs.
• Coordinate incident, problem, change, and release management activities.
• Act as the primary point of contact between business stakeholders, technical teams, vendors, and leadership.
• Track project milestones, deliverables, dependencies, risks, issues, and action items.
• Conduct Root Cause Analysis (RCA) for major production incidents and drive corrective/preventive actions.
• Monitor production support KPIs, SLAs, incident trends, system availability, and operational performance.
• Manage planned releases, production deployments, maintenance activities, and change requests.
• Facilitate daily/weekly status meetings, production reviews, and stakeholder meetings.
• Prepare project status reports, dashboards, executive summaries, and operational metrics.
• Identify operational risks and develop mitigation and contingency plans.
• Manage resource allocation, capacity planning, priorities, and team performance.
• Ensure production support processes follow ITIL and organizational standards.
• Drive continuous improvement and automation initiatives to reduce recurring incidents and improve system stability.
• Work closely with engineering and development teams to ensure smooth transition of applications into production.
• Manage vendor relationships and third-party support teams when required.
• Support Agile ceremonies such as Sprint Planning, Daily Stand-ups, Sprint Reviews, and Retrospectives where applicable.

Required Skills

• 8+ years of experience in IT Project Management / Delivery Management / Production Support.
• Strong experience managing enterprise production support environments.
• Hands-on understanding of Incident, Problem, Change, Release, and Service Management.
• Strong knowledge of ITIL processes and SLA management.
• Experience handling critical/P1 production incidents and executive escalations.
• Strong stakeholder and client management skills.
• Experience with Agile and Waterfall methodologies.
• Strong knowledge of project planning, risk management, resource management, and reporting.
• Experience with tools such as ServiceNow, Jira, Confluence, MS Project, or similar.
• Excellent communication, leadership, coordination, and problem-solving skills.
• Ability to manage multiple projects, priorities, and production issues simultaneously.
• Preferred Skills
• PMP / PRINCE2 / ITIL certification.
• Experience with cloud environments such as AWS, Azure, or GCP.
• Understanding of DevOps, CI/CD, monitoring, and automation.
• Experience supporting applications in 24x7 production environments.
• Knowledge of databases, APIs, middleware, Linux/Unix, and enterprise applications.
• Experience with SRE, observability, availability, and reliability practices.

Key Competencies

Project Management | Production Support | ITIL | Incident Management | Problem Management | Change Management | Release Management | SLA/KPI Management | RCA | Risk Management | Stakeholder Management | Agile | ServiceNow | Jira | Vendor Management | Team Leadership