Techincal PM for Alert/Ticketing System

ob Summary:
The Technical Project Management Manager will be responsible for leading and managing the implementation and ongoing maintenance of our ticketing and alert systems. This role requires a blend of technical expertise, project management skills, and a deep understanding of IT service management practices. The ideal candidate will ensure the efficient operation of these systems, enhancing our ability to provide top-notch support and proactive issue resolution for our clients.

Key Responsibilities:

Project Management:

Lead the planning, execution, and delivery of projects related to ticketing and alert systems.
Develop project plans, timelines, and budgets.
Coordinate with cross-functional teams to ensure project milestones are met.
Conduct regular project status meetings and provide updates to stakeholders.
System Management:

Oversee the implementation, configuration, and maintenance of ticketing and alert systems.
Ensure systems are optimized for performance and reliability.
Work closely with IT teams to integrate ticketing and alert systems with other enterprise tools and platforms.
Process Improvement:

Identify opportunities for process improvements in ticketing and alert management.
Implement best practices for incident, problem, and change management.
Develop and enforce SLAs and KPIs to measure system performance and team efficiency.
Technical Leadership:

Provide technical guidance and support to the team.
Stay current with industry trends and advancements in ticketing and alert systems.
Evaluate and recommend new tools and technologies to enhance system capabilities.
Stakeholder Management:

Collaborate with internal and external stakeholders to understand their needs and ensure systems meet their requirements.
Communicate effectively with technical and non-technical stakeholders.
Team Management:

Lead and mentor a team of technical professionals.
Foster a collaborative and high-performance team environment.
Conduct performance reviews and provide ongoing feedback and development opportunities.
Qualifications:

Bachelor’s degree in Computer Science, Information Technology, or a related field.
Minimum of 8 years of experience in IT project management, with a focus on ticketing and alert systems.
Strong knowledge of IT service management frameworks (e.g., ITIL).
Experience with popular ticketing and alert management tools (e.g., Jira, ServiceNow, PagerDuty).
Proven track record of successfully managing complex technical projects.
Excellent communication and interpersonal skills.
Strong analytical and problem-solving abilities.
Project Management Professional (PMP) or similar certification is a plus.