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, NR-FreshService 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 NR-FreshService 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

• 8-12 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.