Technical Project Manager

Technical Project Manager (Sydney, Australia)

Elisa Polystar is a global software vendor (400 people in 20 countries) helping the telecom and network providers to serve their customer better whilst helping to make services more efficient. Our mission is to contribute to a sustainable future through digitalization.

We are now looking for aTechnical Project Manager to work in a versatile role in Sydney, Australia.

As a Technical Project Manager, you will be the technical backbone responsible for implementing and maintaining our business-critical systems, ensuring they are operational and optimized for our clients. You will play a pivotal role in supporting clients post-implementation and will be an integral part of our Regional Services Team, driving growth and self-sufficiency. Your contributions will also be crucial to our Services department, helping deliver high-quality work, making cost-effective decisions, and ensuring maximum customer satisfaction.

Key Responsibilities:
Technical Proficiency:

• Resolve customer-reported Incidents and Service Requests in alignment with our Service Level Agreement.
• Conduct problem analysis to identify root causes and perform necessary software upgrades.
• Carry out health reviews of deployed systems and provide regular volume measurements.
• Share knowledge about customer environments to improve team and organizational understanding.
• Follow best practices in system configuration and integrate Elisa Polystar's monitoring and OSS products with various third-party tools.
• Design solutions based on input from Sales and customers, adhering to configuration guidelines.
• Maintain up-to-date customer and installation information.

Communication:

• Act as the technical spokesperson for system configuration issues in customer projects, both internally and externally.
• Lead handover meetings and participate in customer project Kick-offs when needed.
• Ensure effective communication and reporting during customer projects, including status updates and escalations.
• Communicate resource needs for system configuration to relevant managers.

Project Governance, Planning, and Prioritization:

• Prioritize incidents based on technical criticality and customer importance.
• Plan and execute software upgrades, considering customer load and criticality.
• Manage project plans, including activities and milestones, and ensure proper documentation and change management.
• Coordinate acceptance test protocols and follow-up actions with other departments.
• Work across departments to resolve issues and achieve high customer satisfaction.
• Interact with Technical Account Managers (TAM) to clarify technical requirements.
• Provide cross-border support and collaboration in both Customer Project Management (CPM) and non-CPM activities as needed.
• Assist the Regional Team Director (RTD) with workload management and resource planning.
• Serve as a role model and contribute to team bonding and growth.

Improvements:

• Assist in defining and refining best practices for processes, methods, and tools.
• Share knowledge about product performance with product owners and development teams.
• Drive improvement initiatives for product performance and service aspects.

Qualifications:

• Strong technical background with experience in system configuration, software upgrades, and incident resolution.
• Excellent problem-solving skills and ability to perform root-cause analysis.
• Proven experience in project management, including planning, prioritization, and communication.
• Ability to work collaboratively across departments and with international teams.
• Experience in customer-facing roles with a focus on delivering high-quality service.
• Ability to lead and motivate a team, contributing to a positive and productive work environment.

If you're ready to take on this exciting opportunity and make self-driving network happen, apply!

Apply between 21 June 2024 and 31 July :
59 (Australia/Sydney)

Technical Project Manager (Sydney, Australia)

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