Website:
izenlabs.org
Job details:
Hi All,
We are looking for a proactive and detail-oriented Program Manager to join our PTMS team. In this role, you will drive customer onboarding, maintain project trackers, author team documentation, manage SLA/SLO performance, and track incidents. This role is ideal for early-career project professionals eager to develop cross-functional leadership, manage service levels, and deliver measurable business outcomes. Interested candidates can mail your resume to sathish.kumar@izenlabs.org
Company Name: iZen Software Services
Job Title: Junior Program Manager
Experience: 2 to 5 Years of experience in DevOps
Preferred Location: WFH
Shift: Must be available to work in USA time zones (Night Shift)
Website: https://izenlabs.org/
Salary: As per industry standards
Required Qualifications:
- Education: Bachelor’s degree in Business Administration, Computer Science, Engineering, or a related field.
- Experience: 2+ years of experience in project management, program coordination, customer onboarding, or operational service level tracking.
- Operational Metrics & Tracking: Working knowledge or familiarity with SLAs, SLIs, SLOs, and incident management tracking frameworks.
- Tooling & Methodologies: Familiarity with project tracking tools (e.g., JIRA, Asana, Trello, MS Project) and spreadsheet-driven tracking methods.
- Methodology Awareness: Basic understanding of standard project management approaches (Agile, Waterfall, or hybrid).
- Core Competencies: Strong organizational, multitasking, and stakeholder management skills with high attention to detail.
Key Responsibilities
Customer Onboarding & Client Engagement:
- Onboarding Ownership: Lead and manage end-to-end customer onboarding workflows for the PTMS team.
- Client Demonstrations: Conduct product and operational demos for prospective clients during pre-sales and onboarding stages.
- Cross-Functional Handoffs: Own the formal handoff of newly onboarded customers to Implementation Engagement Managers (IEM) and Implementation Engineers (IE).
- Customer Continuous Improvement: Propose and execute tailored solutions to drive continuous operational improvements for customers.
Project Execution & Operational Tracking:
- Tracker Management: Maintain and systematically update the master Project Tracker and Commercial Tracker to ensure cross-team transparency.
- Ad-Hoc Project Ownership: Take charge of ad-hoc internal project management needs and operational tasks across the team as required.
- Milestone & Delivery Tracking: Assist in defining project scope, establishing timelines, and monitoring progress against key project milestones.
SLA, Metrics & Incident Management:
- Service Level Tracking: Monitor, track, and report on key metrics including Service Level Agreements (SLAs), Service Level Indicators (SLIs), and Service Level Objectives (SLOs) across customer onboarding and operational lifecycles.
- Incident Management & Tracking: Track, log, and monitor operational incidents, coordinating post-incident follow-ups and ensure mitigation plans are documented and resolved.
- Performance Insights: Leverage performance and SLA tracking data to highlight operational gaps and inform continuous improvement strategies.
Knowledge Management & Documentation:
- Process Documentation: Draft, publish, and maintain comprehensive "Team How-To" documentation to standardize team workflows.
- Information Repositories: Own and organize team information repositories, ensuring all reference material, guides, and assets remain up to date.
Stakeholder Communication & Support:
- Meeting Facilitation: Coordinate cross-functional alignment meetings, record action items, and ensure timely follow-ups.
- Status Reporting: Support regular communication with internal and external stakeholders by preparing updates and reporting decks.
Risk Monitoring & Process Optimization:
- Risk Identification: Identify and highlight potential risks, gaps, or bottlenecks in project delivery and onboarding paths.
- Lessons Learned: Document post-onboarding lessons learned to refine team frameworks and tool usage over time.
Regards
Sathish
9176207000
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