Responsibilities:

• 
  Provides
  support to teams within the organization, and to external clients when
  required.
• 
  Manage
  JIRA /eSMT incident tickets and work with project managers/product
  managers to ensure that ticket s are resolved within SLAs.
• 
  Identify
  and facilitate resolution of application issues by facilitating
  collaboration between various stakeholders.
• 
  Maintains
  and updates technical documents and procedures.
• 
  Work
  with Project/Product Manager (PM) towards creating performance measurement
  dashboards (such as JIRA/Devops/Power BI etc.) including sprint
  performance, sprint velocity, financial performance, and others.
• 
  Work
  with the PM towards maintaining client relations, facilitating client
  meetings and managing client expectations, preparing presentation
  materials, onboarding, and offboarding project resources.
• 
  Work
  with Project/Product Manager (PM) towards facilitating and conducting end
  user training sessions, develop training materials (manuals or videos),
  preparing meeting minutes and other documents.
• 
  Monitor
  and manage service agreements (budget, scope. timelines), identifying key
  performance indicators and raising flags as needed.
• 
  Support
  other activities as assigned by project/product managers.

General Skills:

• 
  Sound
  knowledge of production applications support process (ITIL) including
  incident management, change management, deployment, support, and upgrades.
• 
  Experience
  responding to queries and resolving issues with specified software
  applications and escalating or closing tickets, as necessary.
• 
  A
  team player with a track record of meeting deadlines, managing competing
  priorities and client relationship management experience.
• 
  Ability
  to explain complex ideas to those with limited IT and systems knowledge.
• 
  Exceptional
  verbal and written communication skills.
• 
  Listening
  ability and patience.
• 
  Extraordinary
  customer service and relationship management experience.

Requirements

Experience and Skill Set Requirements:

Must Haves:

• 
  5+
  years of demonstrated experience in coordinating and facilitating project
  teams to ensure project deliverables are delivered on time and adhere to
  government and ministry standards
• 
  Manage
  JIRA /eSMT incident tickets and work with project managers/product
  managers to ensure that ticket s are resolved within SLAs.
• 
  Identify
  and facilitate resolution of application issues by facilitating
  collaboration between various stakeholders.
• 
  Sound
  knowledge of production applications support process (ITIL) including
  incident management, change management, deployment, support, and upgrades.
• 
  Experience
  responding to queries and resolving issues with specified software
  applications and escalating or closing tickets, as necessary.
• 
  Maintains
  and updates technical documents and procedures.
• 
  Work
  with Project/Product Manager (PM) towards creating performance measurement
  dashboards (such as JIRA/Devops/Power BI etc.) including sprint
  performance, sprint velocity, financial performance, and others.

Skill Set Requirements:

Application Support Experience:

• 
  5+
  years of proven experience in managing clients and their expectations with
  reference to IT projects or applications.
• 
  Working
  knowledge of business process analysis techniques, structured system life
  cycle methodologies (SDLC) for business applications
• 
  Demonstrated
  ability to respond to end‑user queries, troubleshoot application issues,
  configuration issues, and system access problems and resolve incidents
  efficiently.
• 
  Hands-on
  experience managing full incident lifecycles using a ticketed query
  system, including prioritization, escalation, and closure.
• 
  Experience
  supporting internal teams and external clients, ensuring consistent
  service delivery and issue resolution.
• 
  Ability
  to identify recurring issues and contribute to long‑term fixes and service
  improvements.
• 
  Experience
  assisting with or supporting systems integrations, collaborating with
  cross‑functional technical teams. For example, experience supporting
  application, build testing, production deployment, change request
  management, and release management.
• 
  Track
  record of meeting deadlines, managing competing priorities, and
  maintaining strong client and stakeholder relationships.

Project Co-ordination skills:

• 
  Experience
  collaborating with various groups to gather updates and maintaining
  project budgeting, progress reporting, action items, risk management
  updates, etc.
• 
  Experience
  working alongside project managers to provide updates, escalate where
  required, identify risks, and lead project document deliverables.
• 
  Demonstrated
  experience working in a professional environment supporting multiple
  project managers on critical projects.
• 
  Experience
  developing project status reports and maintaining and monitoring status
  reporting logs.
• 
  Experience
  monitoring and maintaining project document repository and ensuring all
  documents are reviewed and maintained in the repository.

Methodologies, Documentation & Soft Skills:

• 
  Experience
  in Gathering and developing requirements in order to create and maintain a
  detailed project schedule and/or integrated plan.
• 
  Ability
  to monitor and forecast project costs and provide reporting and input to
  ensure targets are met.
• 
  Demonstrated
  experience coordinating with project teams to ensure project deliverables
  are delivered on time and adhere to government and ministry standards
• 
  Extensive
  experience coordinating and monitoring project processes and
  developing/communicating guidelines and procedures.
• 
  Experience
  in Developing complex project budgets based on multiple funding channels
  and cross ministry dependencies.
• 
  Experience
  in articulating and prioritizing issues and risks at senior executive
  levels and recommending mitigation strategies for decision makers.
• 
  Awareness
  / knowledge of emerging I&IT trends and directions.
• 
  Ability
  to adapt to changing trends, leverage emerging tools and methodologies,
  and effectively lead projects to success in today’s dynamic IT landscape.
• 
  Experience
  creating, maintaining, and improving technical documentation, procedures,
  and knowledge base articles.
• 
  Proven
  ability to deliver regular or customized training sessions and creating
  user guides.
• 
  Excellent
  verbal and written communication skills, with the ability to explain
  complex technical concepts to non‑technical audiences.
• 
  Demonstrated
  listening skills, patience, and empathy when supporting users.
• 
  Exceptional
  customer service and relationship management capabilities.
• 
  Strong
  critical thinking and analytical skills applied to problem solving and
  decision‑making.
• 
  Collaborative
  team player who works effectively across technical, business, and
  geographically dispersed teams.
• 
  Excellent
  analytical, problem-solving, interpersonal, and negotiation skills
• 
  Excellent
  oral and written communication skills
• 
  Demonstrated
  ability to work closely with business and other IT teams.
• 
  Demonstrated
  ability to develop and present new ideas and conceptualize new approaches
  and solutions.