Sr Project Manager

Bengaluru, Karnataka

Job Summary

To manage delivery of a complex project, ensuring all project deliverables are completed in agreed timelines as per customer requirements and to implement best practices and methodologiesto add value to business units.

The Field Support Engineer is responsible for delivering advanced technical support and providing on\-site assistance for the organization’s IT infrastructure, end\-user devices, and enterprise applications. This position plays a critical role in troubleshooting complex technical issues, performing equipment installations, and ensuring service continuity in accordance with established organizational standards.

Key Responsibilities

1\. To implement best practices, develop processes/procedures and identify process efficiency measures so as to improve deliverables' quality \& innovate global project management methodology with a view to maximize value provided to the business units

2\. To work closely with customer/business units and ensure positive customer satisfaction for deliverables provided

3\. To contribute to business growth through expansion of current service offerings and is accountable for scope, budget and delivery of projects

4\. To monitor the progress of project and deliverables so as to submit weekly project status reports in a timely manner

5\. To review \& analyze deliverables and performance of teams across projects to ensure that all project deliverables are completed in the agreed customer timelines

6\. To effectively manage the project team to ensure timely completion of all customer project deliverables assigned to each team member

7\. To provide required support to resolve escalated issues related to projects undertaken and team performance.

Respond to escalations from Level 1 (L1\) support and resolve complex technical problems efficiently. • Deliver hands\-on support for a variety of hardware, software, and network components within the IT environment. • Possess strong experience with ServiceNow, maintain proper ticket hygiene, and ensure timely updates and follow\-ups. • Perform IMAC (Install, Move, Add, Change) activities related to end\-user devices and peripheral equipment. • Manage operating system deployments, apply patches, and handle configuration updates as needed. • Support enterprise collaboration tools, including but not limited to Outlook and Teams. • Maintain thorough and accurate documentation for incidents, resolutions, and standard operating procedures. • Collaborate closely with Subject Matter Experts (SMEs), network teams, and external vendors to facilitate issue resolution. • Participate in project rollouts, system migrations, and software or hardware upgrades. • Oversee and manage stock inventory details for IT assets. • Ensure timely onboarding of new hires, including device provisioning and setup. • Conduct offboarding processes and follow up with users to retrieve organizational assets. • Actively coordinate with Hardware Asset Management (HAM) teams on device refresh initiatives. • Work in close collaboration with Site Leads to address site\-specific IT requirements.

Skill Requirements

Demonstrated expertise in troubleshooting hardware, operating systems (Windows/MAC), and foundational network issues. • Practical experience with imaging tools, Autopilot, and endpoint management solutions. • Familiarity with ITIL processes and experience using ticketing tools such as ServiceNow. • Excellent communication skills coupled with a strong commitment to customer service. • Ability to work independently and effectively manage priorities within a dynamic work environment.

Other Requirements

Willingness to travel to client sites as required by project or support needs. • Flexibility to work in shifts or to extend working hours during critical incidents • Between 5 and 10 years of experience in IT support roles. • Certifications such as ITIL, Microsoft, or Cisco are considered advantageous

• *Job Description :** Good communication skills, Positive attitude, ITIL knowledge, Experience in leading global teams

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