The HP Industrial Print Customer Success organization is dedicated to delivering an exceptional experience for our HP Industrial Print customers by providing the necessary services and supplies to enhance their business.
The Service Delivery Enablement department, a global team, ensures that our services and supplies teams are equipped with the appropriate tools, processes, and capabilities to deliver a seamless customer experience. Our professionals focus on four key areas where they apply their expertise to support and enable our teams: Processes and Tools, Knowledge Management, Customer Experience, and the Project Management Office.
We are seeking a skilled Technical Project Manager to lead the development and implementation of frontend tools and telecommunications systems for our Contact Centers. This role requires a blend of technical expertise and project management experience to ensure seamless integration and optimal performance of new systems within our Contact Centers operations.
Responsibilities Serve as the main technical contact for network and cloud solutions, providing expert guidance and troubleshooting assistance. Coordinate the delivery of IT services, including incident management, service requests, and change management processes for the internal organizations. Collaborate with cross-functional teams to address technical challenges and drive continuous improvement efforts. When required, conduct training sessions and knowledge sharing activities to enhance technical skills and promote best practices. Monitor service performance and manage vendor relationships to ensure service delivery meets business requirements. Lead the planning, execution, and delivery of IT projects, ensuring alignment with business objectives and stakeholder expectations. Allocate resources and manage project budgets to support project activities. Identify and mitigate project risks, communicate project status updates, and manage stakeholder expectations. Implement quality assurance processes to ensure project deliverables meet specified requirements. Maintain project documentation and provide regular updates to project sponsors and stakeholders. Education & Experience Bachelor's degree in computer science, Software Engineering, or related field. Proven 5+ years of experience in IT operations, with a focus on network and cloud solutions. Solid understanding of network systems, protocols, architectures, and cloud telephony (setup/configurations). Proficiency in managing Microsoft corporate systems (e.g., Dynamics) and ticketing systems such as ServiceNOW or BMC Remedy and AWS cloud services. General knowledge in project and services management, including planning, execution, and delivery of IT projects within budget and timeline constraints. Previous experience documenting process flows and procedures to drive self-supportive users. Excellent problem-solving skills and ability to troubleshoot technical issues efficiently. Strong communication skills and ability to convey complex technical concepts to non-technical stakeholders. Familiarity with Agile methodology concepts for software development. Flexibility to adapt to changing priorities and manage multiple projects simultaneously. Preferred Qualifications Proficiency in different cloud platforms (AWS, GCP, Azure, or others) and containerization technologies (Docker, Kubernetes) for implementing DevOps practices. Previous experience with databases (SQL, NoSQL), data modeling, and optimizing for performance. Hands-on experience with DevOps tools and practices, including CI/CD pipelines, configuration management (e.g., Ansible, Puppet), and infrastructure as code (e.g., Terraform). Proficiency in at least one programming language such as Python or similar languages, with a focus on automation and scripting for DevOps tasks. Cross-Org Skills Effective Communication Results Orientation Learning Agility Digital Fluency Customer Centricity Impact & Scope Impacts multiple teams and may act as a team or project leader providing direction to team activities and facilitating information validation and team decision-making processes. Complexity Responds to moderately complex issues within established guidelines. Disclaimer This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management. Entity Sales & Services (ES11)
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