Technical Project Manager

24-Hour HR Process Outsourcing Inc.

₱55-60K[Monthly]
Remote5-10 Yrs ExpBachelorFull-time
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Remote Details

Open CountryPhilippines

Language RequirementsEnglish

This remote job is open to candidates in specific countries. Please confirm if you want to continue despite potential location restrictions

Job Description

Description

  • Leads, mentors, and manages a team of customer support team leads and engineers, fostering a culture of excellence and professional growth.
  • Develops team capabilities through training, coaching, and ongoing professional development initiatives.
  • Conducts regular performance evaluations, provide constructive feedback, and creates comprehensive development plans.
  • Oversees support service delivery, ensuring adherence to SLAs and high customer satisfaction levels.
  • Manages high-priority customer escalations, ensuring timely resolution with clear and proactive customer communication.
  • Partners with support tiers, product development, and engineering teams for effective escalation and resolution of customer issues.

Requirements

  • 7 – 10 years Lead Technical support experience on Lead resolution of incidents from low to critical levels and conduct root cause analysis
  • Strong knowledge of cryptography and PKI solutions is a must.
  • Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience Strong experience in customer support leading senior technical teams and junior support leaders.
  • Proven ability to manage complex projects and multiple priorities
  • Proven ability to manage global teams and complex support operations.
  • Strong analytical skills and experience with support metrics and data analysis.
  • Strategic thinking and ability to drive continuous improvement.
  • Excellent leadership and decision-making skills.
  • Ability to manage escalations effectively and maintain customer satisfaction.
  • Advanced knowledge of IT service management principles and ITIL and NIST frameworks
  • Professional or Technical certification in support such as Certificed Support Professional CSP, Customer Service Manager CSM, ITIL foundation or Security+ are desirable. 
cryptographyProject ManagementPKI Solutions
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Ivan Marquez

HR Officer24-Hour HR Process Outsourcing Inc.

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Posted on 04 June 2025

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