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Project Manager -Infrastructure
Ref No.: 17-00338
Location: Washington, District of Columbia
Position Type:Contract
Experience Level: 3 Years
Job Responsibilities:
- Management of employees that are members of the Tier 1, Tier2, network operations, infrastructure, cyber security, and governance teams.
- Acting as the on-site point of contact for the prime vendor's management team as well as the NTT Data contract delivery manager.
- Oversight of shift scheduling, resource management, and SLA performance.
- Work closely with the contract delivery manager to react to onsite personnel issues in a timely manner, and to develop ongoing programs for service improvement.
- Participate with the prime vendor in screening and interviewing job candidates.
- Manage NTT Data's onsite team leads.
Educational Qualification:
Typically requires at least 6 years relevant experience with Undergraduate Degree; or 4+ years relevant experience with Graduate Degree
PMP Certification
ITIL Foundations Certification
ITIL Intermediate Certification
Basic Qualifications:
- 4+ years experience with the supervision of the requests, incidents and problems.
- 4+ years experience managing and coordinating urgent and complicated support issues.
- 4+ years experience working directly with the primary customer to assure complete satisfaction and alignment to goals of the contract.
- 4+ years experience training, coaching and mentoring Service Desk Specialists including career development.
- 4+ years experience providing data and reporting of KPI's, SLA's, and trends to the customer and management and others in ad-hoc, weekly, and monthly formats.
- 4+ years experience monitoring and managing phone queue (participating in escalated calls as needed).
- 4+ years experience developing Service and Business Level Agreements to set expectations and measure performance.
- 4+ years experience managing the process for communicating outage/emergency activities to the organization.