Role Summary ITC Infotech is seeking an experienced Project Manager to lead the delivery of an enterprise observability implementation for a strategic customer.

The program establishes a unified observability platform on New Relic, integrated with Fresh

Service for IT service management, across a complex multi-application, multi-cloud estate spanning Azure, AWS, GCP and SaaS/vendor-hosted applications.

The role owns implementation delivery end to end — instrumentation and agent deployment, monitoring and alerting configuration, dashboards, NR–Fresh

Service integration, UAT and handover — coordinating both customer stakeholders and internal delivery teams across geographies.

This is a delivery-critical role: sequencing, dependency management and timely blocker resolution directly determine phase go-live dates.

The ideal candidate combines solid project delivery discipline with genuine fluency in observability concepts, excellent communication and problem-solving skills, and a proven track record in enterprise customer management and enterprise observability delivery.

Key Responsibilities 1.

Project Management Own end-to-end delivery of implementation phases against agreed go-live dates, including planning, sprint scheduling, task tracking, effort estimation and status reporting.

Manage the critical path across interdependent workstreams — cloud onboarding, infrastructure/APM agent deployment, monitoring configuration, dashboards and NR–Fresh

Service integration — where a single blocked input cascades to go-live.

Maintain the program tracker, RAID log and governance cadence; run kick-offs, steering reviews and daily/weekly stand-ups.

Drive proactive risk and blocker management, escalating early when inputs (API keys, endpoint URLs, hosting details, stakeholder availability) threaten the schedule.





Manage scope and change control, ensuring additions flow through a formal change process with clear impact on timeline, effort and commercials. 2.

Customer & Internal Stakeholder Management Act as the primary delivery point of contact for the customer, managing application owners, cloud infrastructure leads, ITSM owners and vendor/third-party stakeholders.

Coordinate across distributed teams — customer HQ and ITC offshore delivery — and align expectations across both technical and business audiences.

Secure critical customer-side inputs and approvals that gate delivery, and keep stakeholders informed with clear, credible status communication.

Facilitate UAT, sign-offs and phase-gate authorizations, ensuring each phase closes cleanly before the next begins. 3.

Resource & Knowledge Management Plan and coordinate delivery resources — observability engineers, APM/infrastructure teams and ITSM/integration teams — against the phase plan and available capacity.

Ensure requirements registers, design documents, runbooks and configuration decisions are captured, maintained and version-controlled.

Own knowledge transfer and handover so the customer's teams can operate the platform post-implementation.

Manage team onboarding and continuity of program knowledge across phases. 4.

Understanding of Observability Bring working knowledge of observability practices — APM, infrastructure monitoring, browser/synthetic monitoring, log management, SLOs/SLAs,



alerting and dashboards — to plan work credibly and challenge estimates.

Understand alert-to-incident workflows and ITSM integration (severity-to-priority mapping, CMDB/CI configuration, escalation paths) well enough to coordinate design and build.

Translate between technical delivery teams and customer stakeholders without losing precision, and make informed prioritization and sequencing calls.

Required Skills & Experience 8–12 years of IT project/program delivery experience, including enterprise-scale observability, monitoring or infrastructure implementation programs.

Enterprise customer management: proven experience owning delivery relationships and managing senior customer stakeholders.

Enterprise observability delivery: hands-on experience delivering observability/monitoring engagements end to end.

Observability tooling: strong working understanding of New Relic (preferred) or equivalents such as Datadog, Dynatrace, App

Dynamics or Splunk. ITSM integration: experience with Fresh

Service, Service

Now or similar and with alert-to-incident workflows.

Communication & problem-solving: excellent written and verbal communication; able to drive clarity and resolve blockers under time pressure.

Agile / sprint-based delivery experience and fluency with standard PM and tracking tooling.

Experience coordinating distributed / offshore delivery teams across time zones.

Preferred / Nice to Have Exposure to multi-cloud environments (Azure, AWS, GCP) and SaaS/vendor-hosted application landscapes.

Prior consulting / services-delivery experience within an IT services organization.

Certifications: PMP, PRINCE2, or a recognised Agile/Scrum certification.

New Relic or comparable observability platform certification.

📌 Technical Project Manager (India)
🏢 ITC Infotech
📍 India