NO
Technical Project Manager driving product increments and enhancing tooling ecosystem at Nokia. Collaborating across teams in Bangalore and Ottawa to manage deliverables.
About the role
- The Technical Implementation Manager is responsible for the management of client implementation projects related to EWS products.
- Work encompasses the entire project life cycle: onboarding, kick-off, technical support, and ongoing support.
- Provides technical and non-technical support to Clients and their partners throughout a project and integrates work efforts with Partnership team.
- Follows established communication and documentation requirements to complete projects and resolution of support inquiries in a professional and timely and cost-effective manner.
- Responds and provides support for all customer emails and calls; ensures timely and satisfactorily resolution.
- Proactively responds to customer queries and ensures consistent communication through issue resolution.
- Document case activity within case management system and handles and responds to customer escalations, involving Manager and internal departments when escalation is required.
- Serves as subject matter expert in implementation process; provides recommendations to continual improve process efficiency.
- Stays current on the latest industry technologies, trends and strategies.
- Develop an in-depth knowledge of product offerings and technical understanding to support implementations and ongoing support of clients.
- Works closely with internal team members to understand product features beyond central functionality to help merchants achieve specific business results and maximize product value.
- Utilizes and maintains existing task plans on assigned projects.
- Coordinates project efforts with the customer’s project management teams and internal stakeholders and partners.
- Drives a strong communication discipline to create transparency and awareness for project milestone status and any risks.
- Clearly communicates in verbal and written fashions to provide accurate and timely resolution and updates to required audiences and systems of record.
- Continually keeps customers, internal partners and department management informed on project status and any potential risks.
Requirements
- Minimum 4 years direct experience in related technical or customer support role.
- Demonstrated ability to leverage problem solving skills and appropriate technical tools to perform day-to-day support, root-cause analysis and service management (such as log interpretation and performance monitoring)
- Advanced Experience working on multiple projects concurrently, proficiency with prioritization, organization, problem solving skills strong analytical aptitude with a focus on exceeding SLAs and identifying of risks
- Follows documented processes and procedures related to routine and recurring support activities.
- Maintains records of changes, product enhancements, or other customer specific items.
- Excellent interpersonal skills, ability to work as a team member.
- Exceptional written and verbal skills.
- Experience with: Word, Excel, PowerPoint, Outlook, Salesforce, Jira, Bugzilla
- Strong attention to detail.
Benefits
- Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
- 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
- Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
- 12 weeks of Paid Parental Leave
- Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.
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