Job Information
Internet Pipeline, Inc. Project Manager - NA Customer Support & Incident Management - PROJE017232 in Exton, Pennsylvania
Project Manager - NA Customer Support & Incident Management - PROJE017232
DESCRIPTION/RESPONSIBILITIES: Primary Responsibilities: * Ensure that group process and workflow improvement initiatives and projects remain on schedule, are delivered with high quality, and achievement of team and FTE efficiency goals * Develop and maintain project timelines and resources during the length of the project according to improvement initiative plans * Remain aware of any potential problems and work to mitigate risks, facilitating course correction as needed * Monitor project deliverables and progress through continuous communication with project members and establish effective communication with other departments in order to ensure that projects are completed in a timely and effective manner * Interface with support and upstream development and technical team resources to convey project issues and gain progress * Manage and own the Incident Management root cause analysis processes and develop visible reporting for progress implementing preventive measures for system incidents * Develop and maintain highly visible metrics reporting for group operational KPIs and improvement initiatives. * Develop operational scorecards to report on the effectiveness of improvement and incident prevention measure * Maintain constant communication with the sales team regarding the status of the implementation and the overall satisfaction of the customer * Ensure a thorough and successful hand-off of workflow process improvement projects to customer support teams and staff * Interface with development Managers on product and project teams to resolve priority and blocking issues including timelines and resource allocations * Contribute to the success of the overall team outside of existing project responsibilities * Support of evening and/or weekend operational incident events required * Communicate with external customers on the status of support or incident mitigation and resolution and prevention initiatives and goals
Education and Experience Required: * Bachelor's degree in Business, Project Management, MIS, Computer Science or a related area (or relevant professional experience) * Agile (scrum) experience desired * Experience interfacing with internal clients in a project management role (IT/Software) * Must have effective customer communication skills * Working knowledge of the software development lifecycles * Solid familiarity/experience with process improvement methodologies * Excellent time management, organizational, and negotiating skills * Proficient with Word, Excel, Microsoft Project, PowerPoint and Visio * Ability to effectively communicate in English * Strong aptitude for problem-solving and technology * Basic understanding of technical systems and deployment topologies * Minimum of 1- 3 years experience in the life insurance or financial institution domain is highly desired
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
Equal Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity