Project Manager, Data Analyst, IT Project Manager

Telecom / Managed Services / IT Operations

We are seeking an experienced Project Manager with a strong background in operations governance, service assurance, and performance management within telecom or large enterprise environments.

The successful candidate will be responsible for ensuring continuity of operational quality, reporting, SLA/KPI compliance, customer experience, and management visibility across critical operations. The role requires strong analytical skills, stakeholder management, operational governance expertise, and the ability to drive service improvement initiatives.

• Lead operational governance activities to ensure service continuity and compliance with SLAs and KPIs.
• Conduct deep-dive analysis and audits of closed tickets to ensure:
  • Process adherence
  • RCA accuracy
  • SLA compliance
  • Proper documentation
• Review and analyze delayed cases (>24 hours) to identify bottlenecks, operational gaps, and improvement opportunities.
• Track wrong follow-ups and escalation handling deviations while driving corrective actions.

• Prepare and present weekly performance reports covering:
  • Operational performance
  • Financial metrics
  • Order management
  • Field activities
• Consolidate QA findings and produce monthly ticket analysis and QA inspection reports.
• Analyze reactive ticket trends and provide actionable insights and recommendations to customers.
• Monitor repetitive incidents and technology KPIs to identify preventive improvement actions.
• Maintain monthly action trackers and ensure timely closure of all initiatives.
• Monitor critical/VVIP customer cases and escalate major issues to leadership proactively.
• Coordinate customer account access management across Azer and internal systems.
• Work closely with customers, operations teams, and management to improve service quality and customer experience.
• Lead outbound call tracking activities and ensure operational compliance.

• Ensure proper documentation and governance of the T2R journey, including:
  • Workflows
  • Escalations
  • Updates
  • Approvals
  • Operational actions
  • SLA/OLA tracking
• Maintain planner accuracy, monitor deadlines, and follow up with teams on deliverables.
• Identify process gaps and drive continuous improvement initiatives across operations.

• Bachelor's degree in Information Technology, Engineering, Business Administration, or related field.
• 8–10 years of experience in:
  • Project Management
  • Operations Governance
  • Service Assurance
  • Telecom or Managed Services environments
• Strong understanding of ITIL processes including:
  • Incident Management
  • Problem Management
  • SLA Management
  • Escalation Management
• Hands-on experience with Service Now, Azer, or similar ticketing platforms.
• Strong analytical and Root Cause Analysis (RCA) capabilities.
• Advanced Excel skills and experience using reporting/dashboard tools such as Power BI.
• Experience managing operational KPIs, SLA reporting, and service performance governance.
• Strong stakeholder management and communication skills.
• Ability to manage multiple priorities in fast-paced operational environments.

• PMP Certification
• ITIL Certification
• Experience in telecom service operations or managed services
• Exposure to operational excellence and continuous improvement frameworks