Project Manager (Senior) ID31859

AgileEngine is one of the Inc. 5000 fastest-growing companies in the U and a top-3 ranked dev shop according to Clutch. We create award-winning custom software solutions that help companies across 15+ industries change the lives of millions

If you like a challenging environment where you’re working with the best and are encouraged to learn and experiment every day, there’s no better place - guaranteed! :)

What you will do

• Lead and manage a team of Jr./Mid-Level IT Support Engineers operating in a 24/7 environment;
• Ensure proper team scheduling and coverage, optimizing shifts to maintain continuous support;
• Track KPIs and SLAs, providing regular performance reports and insights;
• Act as the main escalation point for high-priority issues affecting platform stability and performance;
• Collaborate with DevOps and Engineering teams to improve incident response times and resolution processes;
• Oversee and improve incident management workflows, ensuring timely detection, escalation, and resolution;
• Organize postmortem reviews for major incidents, identifying root causes and recommending process improvements;
• Continuously enhance support processes to improve efficiency and customer satisfaction;
• Serve as a bridge between the support team and other business units, ensuring clear communication and alignment.
  
  

Must haves

• 4+ years of experience in Project Manager roles;
• Proven experience managing IT support teams in a 24/7 environment;
• Experience working with technical support for e-commerce platforms (Shopify experience is a plus);
• Strong knowledge of incident management, ticketing systems (e.g., Jira), and escalation processes;
• Ability to define and track performance metrics (KPIs, SLAs, MTTR, etc.);
• Excellent organizational and team leadership skills;
• Strong communication and stakeholder management abilities;
• Experience with postmortem analysis and continuous improvement initiatives;
• Upper-Intermediate English level.
  
  

Nice to haves

• Familiarity with DevOps processes and cloud platforms;
• Experience implementing automation for support processes;
• Previous experience working with distributed/remote teams.
  
  

The benefits of joining us

• Professional growth
  
  

Accelerate your professional journey with mentorship, TechTalks, and personalized growth roadmaps.

• Competitive compensation
  
  

We match your ever-growing skills, talent, and contributions with competitive USD-based compensation and budgets for education, fitness, and team activities.

• A selection of exciting projects
  
  

Join projects with modern solutions development and top-tier clients that include Fortune 500 enterprises and leading product brands.

• Flextime
  
  

Tailor your schedule for an optimal work-life balance, by having the options of working from home and going to the office – whatever makes you the happiest and most productive.

Next Steps After You Apply

The next steps of your journey will be shared via email within a few hours. Please check your inbox regularly and watch for updates from our Internal Applicant site, LaunchPod, which will guide you through the process.