QED42 is an end-to-end technology solutions provider, focused on delivering ambitious digital experiences to customers around the globe. We reinvent businesses to deliver better data-driven web, mobile, and social experiences.

Today 200+ global customers trust us for our thoughtfully designed web and mobile experiences. Innovation, intelligence, and our deep expertise in Drupal, JavaScript frameworks, and Design thinking; help transform businesses into intelligent enterprises. 

Our marquee customers include - Nestle, Novartis, Warner Music Group, Sony, Stanford Graduation School of Business, ILAO, SABMiller, FILA, PwC, and more. 

Our Values: Integrity, Empathy, Consistency & Predictability, Customer Success, Learning & Knowledge Sharing, Nimbleness

As our Technical Project Manager -Support, you'll support the company's client projects. We are looking for a Technical Project Manager who is talented and driven to manage small to large-scale support projects.

This Role is for you, if:

• Have experience in managing CMS (Drupal & WordPress) projects in Support & Maintenance
• Have an expert understanding of JIRA, Helpdesk & other ticketing systems
• Have extensive experience leading technical support and operations (L1/L2)
• Have experience in performance management and incident management
• Have expertise in managing client escalations
• Having good knowledge of Cloud technology, Modern frameworks, and Mobile application is desirable
• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
• Ensuring that leadership is informed of deviations from project performance on a timely basis and assisting in the identification & mitigation of risks that may impact performance.
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
• Have a willingness to work in Shifts
• Weekly Support Activity Report (SAR) to the Management (synthesis of the week, key issues, results)

As a Technical Project Manager (Support), you will:

• Ensuring that all processes used by the service desk are thoroughly documented, consistently audited, and regularly improved
• Ensuring that leadership is informed of deviations from project performance on a timely basis and assisting in the identification & mitigation of risks that may impact performance
• Coordinating and managing all relevant stakeholders, including the support desk team, customers, and other teams that are involved in service desk operations
• Align to Key Performance Indicators:
  -Customer Satisfaction and System Availability
  -Cost at the completion
  -Tickets in Progress (quantity and age)
• Setting team goals and executing strategic initiatives to scale our support capabilities.
• Monitoring Support SLAs and ensuring continuous improvement for enhancing the SLAs.
• Managing escalations and keeping all stakeholders updated on the case progress
• Facilitating discussions between cross-functional teams, development, customers, and other stakeholders to resolve complex and escalated cases.

• 4-8 years of experience in Project Management in digital development projects
• Minimum of 4 years of experience in web application support & service management
• Mandatory experience in managing web projects
• Excellence at Management Reporting, Reviews, Data Analytics

What you will get:

• A clear career path, strong leadership, and an open work environment where you will be challenged, respected, and valued by your merits.
• A company that is proud of the quality of its work and invested in your personal development and well-being.
• A team that respects openness, does its job well, values customers, and plays fair.
• Individuals who are fun to work with, are invested in each other's growth and take the value seriously.
• Dedicated time for self-improvement, socializing, and collaboration (Conferences/Camps, Certifications, Learning Sessions, Celebrations, and Retreats)
• Flexible work schedule so long as you uphold your commitments to your family, team, and clients.
• Competitive salary, insurance, and a lot of perks