Technical Project Manager

Role Summary

ITC Infotech is seeking an experienced Project Manager to lead the delivery of an enterprise observability implementation for a strategic customer. The program establishes a unified observability platform on New Relic, integrated with FreshService for IT service management, across a complex multi-application, multi-cloud estate spanning Azure, AWS, GCP and SaaS/vendor-hosted applications.

The role owns implementation delivery end to end instrumentation and agent deployment, monitoring and alerting configuration, dashboards, NRFreshService integration, UAT and handover coordinating both customer stakeholders and internal delivery teams across geographies. This is a delivery-critical role: sequencing, dependency management and timely blocker resolution directly determine phase go-live dates.

The ideal candidate combines strong project delivery discipline with genuine fluency in observability concepts, excellent communication and problem-solving skills, and a proven track record in enterprise customer management and enterprise observability delivery.

Key Responsibilities

1. Project Management

• Own end-to-end delivery of implementation phases against agreed go-live dates, including planning, sprint scheduling, task tracking, effort estimation and status reporting.
• Manage the critical path across interdependent workstreams cloud onboarding, infrastructure/APM agent deployment, monitoring configuration, dashboards and NRFreshService integration where a single blocked input cascades to go-live.
• Maintain the program tracker, RAID log and governance cadence; run kick-offs, steering reviews and daily/weekly stand-ups.
• Drive proactive risk and blocker management, escalating early when inputs (API keys, endpoint URLs, hosting details, stakeholder availability) threaten the schedule.
• Manage scope and change control, ensuring additions flow through a formal change process with clear impact on timeline, effort and commercials.

2. Customer & Internal Stakeholder Management

• Act as the primary delivery point of contact for the customer, managing application owners, cloud infrastructure leads, ITSM owners and vendor/third-party stakeholders.
• Coordinate across distributed teams customer HQ and ITC offshore delivery and align expectations across both technical and business audiences.
• Secure critical customer-side inputs and approvals that gate delivery, and keep stakeholders informed with clear, credible status communication.
• Facilitate UAT, sign-offs and phase-gate authorizations, ensuring each phase closes cleanly before the next begins.

3. Resource & Knowledge Management

• Plan and coordinate delivery resources observability engineers, APM/infrastructure teams and ITSM/integration teams against the phase plan and available capacity.
• Ensure requirements registers, design documents, runbooks and configuration decisions are captured, maintained and version-controlled.
• Own knowledge transfer and handover so the customer's teams can operate the platform post-implementation.
• Manage team onboarding and continuity of program knowledge across phases.

4. Understanding of Observability

• Bring working knowledge of observability practices APM, infrastructure monitoring, browser/synthetic monitoring, log management, SLOs/SLAs, alerting and dashboards to plan work credibly and challenge estimates.
• Understand alert-to-incident workflows and ITSM integration (severity-to-priority mapping, CMDB/CI configuration, escalation paths) well enough to coordinate design and build.
• Translate between technical delivery teams and customer stakeholders without losing precision, and make informed prioritization and sequencing calls.

Required Skills & Experience

• 812 years of IT project/program delivery experience, including enterprise-scale observability, monitoring or infrastructure implementation programs.
• Enterprise customer management: proven experience owning delivery relationships and managing senior customer stakeholders.
• Enterprise observability delivery: hands-on experience delivering observability/monitoring engagements end to end.
• Observability tooling: strong working understanding of New Relic (preferred) or equivalents such as Datadog, Dynatrace, AppDynamics or Splunk.
• ITSM integration: experience with FreshService, ServiceNow or similar and with alert-to-incident workflows.
• Communication & problem-solving: excellent written and verbal communication; able to drive clarity and resolve blockers under time pressure.
• Agile / sprint-based delivery experience and fluency with standard PM and tracking tooling.
• Experience coordinating distributed / offshore delivery teams across time zones.

Preferred / Nice to Have

• Exposure to multi-cloud environments (Azure, AWS, GCP) and SaaS/vendor-hosted application landscapes.
• Prior consulting / services-delivery experience within an IT services organization.
• Certifications: PMP, PRINCE2, or a recognised Agile/Scrum certification.
• New Relic or comparable observability platform certification.