Project Manager IRC283667

Description

We are looking for a skilled Project Manager to lead the development and implementation of an SLA-based Support Model for a key client. The role involves designing service processes, coordinating multiple technical teams, establishing governance, creating documentation, and ensuring an efficient and scalable support structure aligned with client expectations.

This is a highly collaborative position working across engineering, support, QA, DevOps, and customer stakeholders.

Requirements

Must-Have

• 3+ years of experience as a Project Manager, Service Delivery Manager, or Operations Manager.
• Proven experience designing or managing SLA-based support services.
• Solid understanding of:
• Incident lifecycle and support workflows
• Severity classification
• Response & resolution SLAs
• Escalation management
• Ticketing tools (Jira, ServiceNow, Zendesk, etc.)
• Strong experience in cross-team coordination in a multi-disciplinary environment.
• Ability to structure processes, create documentation, and define operational playbooks.
• Excellent communication and stakeholder management skills.
• Strong analytical mindset and attention to detail.
• Upper-Intermediate English or higher.

Nice-to-Have

• Experience in medical, healthcare, or regulated domains.
• Background with backend or frontend development concepts.
• Familiarity with DevOps workflows, CI/CD, and monitoring.
• Experience running distributed support teams.

Job responsibilities

• Lead the end-to-end development of the SLA support model (Tier 2–3 support).
• Define SLA elements: severity matrix, response/resolution times, escalation paths.
• Establish and document incident management flows, reporting structures, and communication processes.
• Work with engineering teams (Backend, Frontend, Flutter/C#, QA, DevOps) to define support responsibilities and handover criteria.
• Build and maintain governance structure including weekly syncs, monthly reviews, and escalation routines.
• Create and maintain SLA documentation, support playbooks, and operational guides.
• Coordinate staffing: gather requirements, define team composition, assist with resource selection.
• Define and track KPIs, metrics, and SLA compliance dashboards.
• Ensure readiness of tools and processes: ticketing system, monitoring, logs, notifications.
• Manage risks, dependencies, assumptions, and change requests.
• Support preparation of proposals, estimations, and budget requirements.
• Facilitate knowledge transfer and ensure support onboarding for new engineers.
• Act as the primary point of contact for the client on support process topics.

What we offer

Culture of caring. At GlobalLogic, we prioritize a culture of caring. Across every region and department, at every level, we consistently put people first. From day one, you’ll experience an inclusive culture of acceptance and belonging, where you’ll have the chance to build meaningful connections with collaborative teammates, supportive managers, and compassionate leaders. 

Learning and development. We are committed to your continuous learning and development. You’ll learn and grow daily in an environment with many opportunities to try new things, sharpen your skills, and advance your career at GlobalLogic. With our Career Navigator tool as just one example, GlobalLogic offers a rich array of programs, training curricula, and hands-on opportunities to grow personally and professionally.

Interesting & meaningful work. GlobalLogic is known for engineering impact for and with clients around the world. As part of our team, you’ll have the chance to work on projects that matter. Each is a unique opportunity to engage your curiosity and creative problem-solving skills as you help clients reimagine what’s possible and bring new solutions to market. In the process, you’ll have the privilege of working on some of the most cutting-edge and impactful solutions shaping the world today.

Balance and flexibility. We believe in the importance of balance and flexibility. With many functional career areas, roles, and work arrangements, you can explore ways of achieving the perfect balance between your work and life. Your life extends beyond the office, and we always do our best to help you integrate and balance the best of work and life, having fun along the way!

High-trust organization. We are a high-trust organization where integrity is key. By joining GlobalLogic, you’re placing your trust in a safe, reliable, and ethical global company. Integrity and trust are a cornerstone of our value proposition to our employees and clients. You will find truthfulness, candor, and integrity in everything we do.

About GlobalLogic

GlobalLogic, a Hitachi Group Company, is a trusted digital engineering partner to the world’s largest and most forward-thinking companies. Since 2000, we’ve been at the forefront of the digital revolution – helping create some of the most innovative and widely used digital products and experiences. Today we continue to collaborate with clients in transforming businesses and redefining industries through intelligent products, platforms, and services.