<p><strong><u>Experience and Skill Set Requirements:</u></strong></p><p><strong><u>Must Haves:</u></strong></p><ul><li>5+ years of demonstrated experience in coordinating and facilitating project teams to ensure project deliverables are delivered on time and adhere to government and ministry standards</li><li>Manage JIRA /eSMT incident tickets and work with project managers/product managers to ensure that ticket s are resolved within SLAs.</li><li>Identify and facilitate resolution of application issues by facilitating collaboration between various stakeholders.</li><li>Sound knowledge of production applications support process (ITIL) including incident management, change management, deployment, support, and upgrades.</li><li>Experience responding to queries and resolving issues with specified software applications and escalating or closing tickets, as necessary.</li><li>Maintains and updates technical documents and procedures.</li><li>Work with Project/Product Manager (PM) towards creating performance measurement dashboards (such as JIRA/Devops/Power BI etc.) including sprint performance, sprint velocity, financial performance, and others.</li></ul><p> </p><p><strong><u>Skill Set Requirements:</u></strong></p><p><strong>Application Support Experience:</strong></p><ul><li>5+ years of proven experience in managing clients and their expectations with reference to IT projects or applications.</li><li>Working knowledge of business process analysis techniques, structured system life cycle methodologies (SDLC) for business applications</li><li>Demonstrated ability to respond to end‑user queries, troubleshoot application issues, configuration issues, and system access problems and resolve incidents efficiently.</li><li>Hands-on experience managing full incident lifecycles using a ticketed query system, including prioritization, escalation, and closure.</li><li>Experience supporting internal teams and external clients, ensuring consistent service delivery and issue resolution.</li><li>Ability to identify recurring issues and contribute to long‑term fixes and service improvements.</li><li>Experience assisting with or supporting systems integrations, collaborating with cross‑functional technical teams. For example, experience supporting application, build testing, production deployment, change request management, and release management.</li><li>Track record of meeting deadlines, managing competing priorities, and maintaining strong client and stakeholder relationships.</li></ul><p><strong> </strong></p><p><strong>Project Co-ordination skills:</strong></p><ul><li>Experience collaborating with various groups to gather updates and maintaining project budgeting, progress reporting, action items, risk management updates, etc.</li><li>Experience working alongside project managers to provide updates, escalate where required, identify risks, and lead project document deliverables.</li><li>Demonstrated experience working in a professional environment supporting multiple project managers on critical projects.</li><li>Experience developing project status reports and maintaining and monitoring status reporting logs.</li><li>Experience monitoring and maintaining project document repository and ensuring all documents are reviewed and maintained in the repository.</li></ul><p><strong> </strong></p><p><strong>Methodologies, Documentation & Soft Skills:</strong></p><ul><li>Experience in Gathering and developing requirements in order to create and maintain a detailed project schedule and/or integrated plan.</li><li>Ability to monitor and forecast project costs and provide reporting and input to ensure targets are met.</li><li>Demonstrated experience coordinating with project teams to ensure project deliverables are delivered on time and adhere to government and ministry standards</li><li>Extensive experience coordinating and monitoring project processes and developing/communicating guidelines and procedures.</li><li>Experience in Developing complex project budgets based on multiple funding channels and cross ministry dependencies.</li><li>Experience in articulating and prioritizing issues and risks at senior executive levels and recommending mitigation strategies for decision makers.</li><li>Awareness / knowledge of emerging I&IT trends and directions.</li><li>Ability to adapt to changing trends, leverage emerging tools and methodologies, and effectively lead projects to success in today’s dynamic IT landscape.</li><li>Experience creating, maintaining, and improving technical documentation, procedures, and knowledge base articles.</li><li>Proven ability to deliver regular or customized training sessions and creating user guides.</li><li>Excellent verbal and written communication skills, with the ability to explain complex technical concepts to non‑technical audiences.</li><li>Demonstrated listening skills, patience, and empathy when supporting users.</li><li>Exceptional customer service and relationship management capabilities.</li><li>Strong critical thinking and analytical skills applied to problem solving and decision‑making.</li><li>Collaborative team player who works effectively across technical, business, and geographically dispersed teams.</li><li>Excellent analytical, problem-solving, interpersonal, and negotiation skills</li><li>Excellent oral and written communication skills</li><li>Demonstrated ability to work closely with business and other IT teams.</li><li>Demonstrated ability to develop and present new ideas and conceptualize new approaches and solutions.</li></ul>