Project manager @ NTT Data - Bala-Cynwyd, PA

Job Overview

7 days ago

Project manager

NTT Data - Bala-Cynwyd, PA

Req ID:

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Project manager to join our team in Bala Cynwyd PA, Pennsylvania (US-PA), United States (US).

Day to Day job Duties: (what this person will do on a daily/weekly basis)

  • Provide daily coordination and guidance to First Responders team to process all incoming support cases to ensure courteous, timely and effective response to customer issues
  • Assign cases and deployment activities to team and monitor workload to ensure even distribution and rapid resolution
  • Escalate and reprioritize aging support cases as needed
  • Manage assignment of after-hours on-call responsibility to help with urgent issues or deployments
  • Ensure all support cases are documented in accordance with quality standards
  • Periodically review support metrics to identify trends, anomalies, and opportunities for improvement
  • Assist in QA process of new iterations of the software
  • Identify incoming cases which are out of scope and redirect them to the appropriate team
  • Take management responsibility for the team (motivating /mentoring/coaching/performance reviews)
  • Manage, measure, and report key service level metrics including response rate, average turnaround etc
  • Develop Root Cause Analysis based action plans to address issues as well as any concerns
  • Leverage support best practices and process frameworks to drive continual process improvement
  • Promote self-service tools and knowledge repository to improve client satisfaction and reduce costs
  • Maintain communication with peers and other teams for awareness of issues or changing processes/standards
  • Assist with definition, documentation, communication, and training of case management SOPs inspired by ITIL best practices
  • Drive continuous maintenance and contributions to the Production Support knowledgebase
  • Play a lead role in the continued improvement of the operational processes

Basic Qualifications: (what are the skills required to this job with minimum years of experience on each)

  • 8+ years of experience in Service Delivery Management based on ITIL processes
  • 5+ years of DEV and technical experience especially in Java / .NET stack
  • 3+ years of experience with management of communication, schedule, financials, issues / risk, quality and personnel
  • 3+ years of experience developing engagement level planning for staffing. PM, risk, quality and metrics
  • 3+ years of experience preparing internal and external communications that include weekly/ monthly status reports, monthly metric reports, monthly program review slide, monthly financial report.

Bachelors in Computer Science or equivalent work experience

Nice to Have; (But not a must)

  • Insurance Domain knowledge is a plus



About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit
. Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email for assistance.

Job Segment:
Project Manager, Consulting, Manager, Computer Science, Java, Technology, Management

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