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Geographical Scope: Global
The Technical Project Manager is responsible for leading and coordinating technical support initiatives, managing incident resolutions, and overseeing implementation or upgrade projects across multiple systems and platforms which including project management. This role bridges the gap between technical teams, business stakeholders, and external vendors to ensure timely delivery, operational stability, and high service quality.
Project Management:
- Plan, manage, and execute technical support or system enhancement projects from initiation to closure.
- Define project scope, deliverables, timelines, and resource allocation.
- Coordinate with development, QA, and infrastructure teams for implementation and deployment activities.
- Track and report project progress, risks, and mitigation plans to stakeholders.
Technical Support Oversight:
- Oversee the day-to-day technical support operations, ensuring timely resolution of system incidents, service requests, and escalations.
- Establish and monitor SLAs and KPIs to measure support efficiency and customer satisfaction.
- Identify recurring issues and drive root cause analysis with engineering teams.
- Develop and maintain knowledge base articles and support documentation.
Stakeholder & Vendor Management:
- Act as the primary liaison between internal teams, business users, and third-party vendors.
- Facilitate communication during incident escalations and critical outages.
- Manage vendor performance and ensure adherence to contractual obligations.
Process Improvement:
- Implement best practices in IT service management (ITSM) and project delivery.
- Streamline support workflows and introduce automation where feasible.
- Contribute to continuous improvement of support tools, processes, and standards.
The candidate will need to be:
- Bachelor's Degree in Computer Science, Software Engineering, or a related field.
- PMP, Agile (Scrum Master), or ITIL certification preferred.
- 5+ years of experience in software development, technical support, or project management.
- Proven experience managing software integration, deployment, or upgrade projects.
- Experience working with cross-functional teams in a fast-paced environment.
- Proficient in one or more programming languages (e.g., Java, JavaScript, Python, or C#).
- Experience with API integration, RESTful services, and SQL/NoSQL databases.
- Familiarity with cloud platforms (AWS, Azure) and CI/CD tools (Jenkins, GitLab, GitHub Actions).
- Knowledge of application monitoring, debugging, and incident management tools (e.g., Splunk, Grafana, Jira).
- Excellent analytical, problem-solving, and communication abilities.
- Strong leadership, communication and team coordination skills.
- Ability to manage multiple priorities with minimal supervision.
- Proficient in written and spoken English language and fluent communication in Cantonese and Mandarin.
- Able to effectively multi-task and deliver quality results within fast-paced project deliverable deadlines.
- Capability of holistic thinking, being able to connect dots
- Good at building networks, connections, positive collaborations, and consensus.
- Flexible and resilient, ready to face new approaches
- Able to work & make decision independently, as well as part of a team.
- Able to clearly describe and isolate in-scope and out-of-scope elements.
- Able to interact with multiple stakeholders at different levels within the organization
- Desire to take ownership in project delivery
- Good team player, able to build relationships at different le els of the organization
- Culture sensitivy. Ability to adapt to is vital.
- Proactively manage changes in project scope, identify potential crises, and devise contingency plans
- Build, develop, and grow any business relationships vital to the success of the project
- Able to attend to urgent issues outside of official working hours
- Proactive and take iinitiative with demonstrated solving skills
- Experience maintaining documentation throughut the project implementation cycle.
