Project Manager

Key Responsibilities Project Management - Develop and maintain detailed plans for NOC initiatives, deliverables and deadlines. - Coordinate cross-functional teams including engineering, vendors, field dispatch and client support. - Manage risks, issues, and dependencies, escalating where necessary. - Monitor resource utilization and change control for active NOC projects. - Client-Facing Communication & Reporting - Serve as the primary point of contact for client stakeholders for all NOC-related project and operational matters - Prepare and deliver clear, accurate reports on NOC performance metrics, open issues, project timelines and SLA adherence. - Respond promptly to client inquiries and escalations, ensuring alignment and transparency throughout project execution. Incorporate client feedback into process improvement initiatives and team planning. Operational Oversight - Partner with NOC leadership to ensure daily operations align with defined processes and standards. - Drive incident response and resolution efforts with a strong sense of urgency, ensuring minimal impact to operations and client environments - Ensure incident, change, and problem management processes are followed consistently. - Collaborate with Field Dispatch and Network Engineers to streamline site support and ticket workflows. - Track and report on operational KPIs (e.g., response time, resolution time, SLA adherence). Internal Stakeholder Engagement - Work closely with NOC Manager, Service Delivery Manager (SDM) and Directors to prioritize tasks and align with strategic goals. - Coordinate feedback loops between technical teams, client representatives and leadership to drive service excellence. - What you will bring to the team: - A proactive mindset and strong sense of urgency in addressing incidents, escalations, and stakeholder communication. - Demonstrate success in client-facing roles with direct responsibility for communication and service reporting. - Strong understanding of incident management, change control, and service desk processes. - Familiarity with tools such as Monday.com, ServiceNow, AT&T and Granite Portals, etc. and internal ticketing systems. - Excellent communication and presentation skills; capable of articulating technical issues and resolutions to non-technical audiences. - Proven ability to manage multiple concurrent tasks and stakeholder expectations. - Strong understanding of network infrastructure (LAN/WAN, SD-WAN, firewalls, VPNs) and security technologies (SIEM, IDS/IPS, endpoint protection, cloud security). - Experience working with retail clients or in a retail IT environment is a strong plus. - Excellent communication, stakeholder management, and leadership skills. - Experience working with US-based clients and managing remote/global teams. - Education/Qualifications: - Bachelor s degree in computer science, Information Technology, or related field. - PMP, PRINCE2, or equivalent project management certification and ITIL certification. - 5 - 7 years of experience in IT project management, with at least 3 years in network and security domains. Skills: operational oversight, Project Management Experience: 3.00-7.00 Years