Project Manager

Tech Mahindra; Markham; On-site; CAD 170,000 - 190,000; Full time

Benefits offered by this job

Medical insurance

Paid time off including holidays and p

Vision, dental, life and disability

Job summary

Tech Mahindra is seeking a Technical Support Project Manager to lead the AMS tower across distributed teams covering .NET, Java, SaaS platforms, COBOL, DB2, CICS, SUPRA, VSAM, mainframe, and AS/400 technologies. You will ensure service stability, SLA adherence, incident/problem management, stakeholder governance, and continuous improvement.

The role requires extensive experience in AMS and application support, with strong ITIL practices, and exposure to multi-location delivery.

Qualifications

• Minimum education: Bachelor’s degree or higher in CS/IT/Engineering.
• ITIL certification preferred; PMP/CSM or equivalent is an advantage.
• Experience in AMS, application support, and technical project delivery.

Responsibilities

• Lead end-to-end AMS delivery across modern, SaaS, mainframe, and AS/400 support teams.
• Manage incident, problem, change, service request, and escalation processes for timely resolutions.
• Track SLAs, KPIs, ticket trends, backlog, MTTR, and service availability; coordinate with onsite/offshore teams.
• Drive governance reviews, operational reporting, RCA, corrective actions, and continuous service improvement.
• Oversee resource planning, shift coverage, knowledge management, transition, and stabilization activities.

Skills

AMS delivery

ITIL processes

Stakeholder management

Incident Management

SLA tracking

Communication skills

Education

Bachelor degree in Computer Science / IT / Engineering

Tools

ServiceNow

Jira

Azure DevOps

Remedy

Job description

A Bachelor’s or Higher Degree is the minimum entry required for the position

Job Title: Project Manager_ Producton Support

Location: Markham, ONHybrid / Onsite (as applicable)

Years of Experience: 12 to 18 Years

Job Summary

Role Overview

Technical Support Project Manager to lead the AMS tower across distributed support teams covering .NET, Java, SaaS platforms, COBOL, DB2, CICS, SUPRA, VSAM, mainframe, and AS/400 technologies. Responsible for service stability, SLA adherence, incident/problem management, stakeholder governance, and continuous improvement.

Key Responsibilities

• Lead end to end AMS delivery across modern, SaaS, mainframe, and AS/400 application support teams.
• Manage incident, problem, change, service request, and escalation processes to ensure timely resolution and business continuity.
• Track SLAs, KPIs, ticket trends, backlog, MTTR, recurring issues, and service availability.
  Coordinate with onsite, offshore, client, vendor, and internal teams for effective support coverage.
• Drive governance reviews, operational reporting, RCA, corrective actions, and continuous service improvement.
• Oversee resource planning, shift coverage, knowledge management, transition, and stabilization activities.

Required Skills and Experience

• 10+ years of experience in AMS, application support, technical project management, or delivery management.
• Experience managing distributed onsite offshore or multi location support teams.
  Strong understanding of ITIL based incident, problem, change, release, and service level management.
• Working knowledge of .NET, Java, SaaS applications, COBOL, DB2, CICS, SUPRA, VSAM, mainframe, and AS/400 platforms.
• Experience with production escalations, bridge calls, RCA preparation, dashboards, and ITSM tools such as ServiceNow, Jira, Azure DevOps, or Remedy.
• Strong stakeholder management, communication, planning, prioritization, and reporting skills.
  

Preferred Qualifications

• Bachelor degree in Computer Science, IT, Engineering, or related discipline.
  ITIL certification preferred; PMP, CSM, or equivalent certification is an advantage.
• Experience in insurance, banking, financial services, or regulated enterprise environments preferred.
• Exposure to automation, monitoring, observability, modernization, or service improvement initiatives is a plus.

Full-time: The Salary range for this role is CAD 170k – CAD 190 k per annum including any bonuses or variable pay. Tech Mahindra also offers benefits like medical, vision, dental, life, disability insurance and paid time off (including holidays, parental leave, and sick leave, as required by law). Ask our recruiters for more details on our Benefits package. The exact offer terms will depend on the skill level, educational qualifications, experience and location of the candidate

“AI tools may assist in the recruitment process; however, all hiring decisions are made by the recruitment team based on a comprehensive evaluation of candidates.