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Project Manager
hace 1 semana
Job DescriptionAgileEngine is one of the Inc. 5000 fastest-growing companies in the U and a top-3 ranked dev shop according to Clutch.
We create award-winning custom software solutions that help companies across 15+ industries change the lives of millionsIf you like a challenging environment where you're working with the best and are encouraged to learn and experiment every day, there's no better place - guaranteed
:)What you will doLead and manage a team of Jr./Mid-Level IT Support Engineers operating in a 24/7 environment;Ensure proper team scheduling and coverage, optimizing shifts to maintain continuous support;Track KPIs and SLAs, providing regular performance reports and insights;Act as the main escalation point for high-priority issues affecting platform stability and performance;Collaborate with DevOps and Engineering teams to improve incident response times and resolution processes;Oversee and improve incident management workflows, ensuring timely detection, escalation, and resolution;Organize postmortem reviews for major incidents, identifying root causes and recommending process improvements;Continuously enhance support processes to improve efficiency and customer satisfaction;Serve as a bridge between the support team and other business units, ensuring clear communication and alignment.Must haves 4+ years of experience in Project Manager roles;Proven experience managing IT support teams in a 24/7 environment;Experience working with technical support for e-commerce platforms (Shopify experience is a plus);Strong knowledge of incident management, ticketing systems (e.g., Jira), and escalation processes;Ability to define and track performance metrics (KPIs, SLAs, MTTR, etc.
);Excellent organizational and team leadership skills;Strong communication and stakeholder management abilities;Experience with postmortem analysis and continuous improvement initiatives;Upper-Intermediate English level.Nice to havesFamiliarity with DevOps processes and cloud platforms;Experience implementing automation for support processes;Previous experience working with distributed/remote teams.The benefits of joining usProfessional growthAccelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps.Competitive compensationWe match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities.A selection of exciting projectsJoin projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands.FlextimeTailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office – whatever makes you the happiest and most productive.Next Steps After You ApplyThe next steps of your journey will be shared via email within a few hours.
Please check your inbox regularly and watch for updates from our Internal Applicant site, LaunchPod, which will guide you through the process.Requirements4+ years of experience in Project Manager roles; Proven experience managing IT support teams in a 24/7 environment; Experience working with technical support for e-commerce platforms (Shopify experience is a plus); Strong knowledge of incident management, ticketing systems (e.g., Jira), and escalation processes; Ability to define and track performance metrics (KPIs, SLAs, MTTR, etc.
); Excellent organizational and team leadership skills; Strong communication and stakeholder management abilities; Experience with postmortem analysis and continuous improvement initiatives; Upper-Intermediate English level.
