Program Manager

What this Job Entails: 

The Project & Program Management I role is responsible for planning and coordinating all aspects of internal information, system-specific projects from initiation to delivery. Projects often involve network, server, or software implementation and upgrades, and PC deployment. The role oversees work performed by IT staff and internal customers/partners by defining project requirements, performing feasibility and needs/impact assessments. The role develops detailed project plans and manages all implementation processes including resource allocation, progress tracking, monitoring change control process, testing, documentation, training and on-time delivery within budget constraints. Projects may vary in number, size and complexity. 

Scope: 

• Applies company policies and procedures to resolve routine issues

• Works on problems of limited scope

• Receives detailed instructions

Roles and Responsibilities

• Conduct triaging of GCP capacity quota increase requests to enable all customers to scale their GCP workloads. 

• Resolve outstanding quota/capacity requests, with support from partner teams as needed, in alignment with Service Level Objectives (SLOs).

• Identify, document, and contribute towards improving the efficiency of the triaging & scraping processes for quota requests.

• Resolve GCP capacity support escalations in coordination with frontline Support teams.

• Process feedback from account teams to ensure the Large Deals opportunity engagement  is current across all systems.

• Process new requests for no capacity plan exceptions and ensure exception reporting accuracy.

• Prepare weekly performance metrics for review.

• Support customer quota requests across key events including Black-Friday Cyber Monday, new product launches and other large customer events.

• Handle ad-hoc tasks, where applicable, for operational throughput and towards the overall program & service offerings.

• Contribute to a regional handover process and set reminders for weekly team tasks.
   

Required Qualifications/Skills:

• Bachelor’s degree (B.S/B.A) from four-college or university and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience 

• Builds stable working relationships internally

• Follows standard practice and procedures when analyzing situations or data

• Understanding of project management teams, resolving conflict, and meeting schedule timelines

• Excellent communication skills (verbal, written, documentation)

• Ability to work on multiple projects and assignments concurrently

• Self-starter who is able to quickly learn new tools and gain familiarity with new processes and technologies with minimal assistance

• Familiarity with creating spreadsheets, presentation material, and project/process documentation

• Strong observational and analytical skills, including: ability to collect, organize, analyze and disseminate significant amounts of information, strong attention to detail and accuracy, ability to track and report metrics, and manage risks

• Ability to collaborate with stakeholders and communicate project updates to client executives. 

Preferred Qualifications: 

• Various certifications

• Change management knowledge 

• Familiarity with various project management methodologies 

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing

• Must have the ability to move from place to place within an office environment

• Must be able to use a computer

• Must have the ability to communicate effectively 

• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers