Technical Project Manager (Support & Sustenance)

Role Overview Greetings from GRM Technologies We are seeking an experienced Technical Project Manager (TPM) to lead the support, sustenance, and continuous improvement phase of mission-critical applications spanning Microsoft Dynamics CRM, .NET applications, DevOps pipelines, and AS400-integrated systems . The engagement is currently in the post-go-live support phase , which means this role is the single point of accountability for production stability, SLA adherence, incident management, enhancement delivery, and client satisfaction .

The TPM will work closely with the Helpdesk team, development engineers, AS400 team, and Client Representatives to ensure smooth day-to-day operations and continuous service improvement. This is a senior, high-visibility role demanding strong technical depth, ownership, and a service-delivery mindset.

Key Responsibilities

Support & Sustenance Leadership Own end-to-end Application Support and Maintenance (AMS) delivery across Dynamics CRM, .NET, DevOps, and AS400 integrations. Manage L1 / L2 / L3 support operations , ticket flow, escalation matrix, and on-call rotations. Ensure adherence to SLAs and OLAs for incident response, resolution, and change requests.

Drive Major Incident Management (MIM) , war-room coordination, communication, and post-incident reviews. Establish and track support KPIs — ticket volume, MTTR, SLA compliance, backlog aging, CSAT, and first-time-right resolution. Production Stability & Continuous Improvement Oversee Root Cause Analysis (RCA) for recurring and high-severity incidents; ensure preventive actions are implemented and tracked to closure.

Identify automation, monitoring, and process-improvement opportunities to reduce ticket volume and improve system reliability. Coordinate patching, version upgrades, security fixes, and minor enhancements with minimal business disruption. Drive knowledge management — runbooks, SOPs, known-error database (KEDB), and handover documentation.

Technical Oversight Provide technical leadership for Microsoft Dynamics 365 CRM support — bug fixes, workflow/plugin changes, configuration updates, and Power Platform enhancements. Guide .NET / .NET Core teams on production fixes, performance tuning, and code-quality reviews. Oversee DevOps and release management — CI/CD pipelines, environment governance, hotfix releases, and rollback procedures.

Coordinate with the AS400 / i. Series team on batch jobs, data integrations, interface failures, and middleware troubleshooting. Helpdesk Coordination Act as the primary escalation point between Helpdesk and Engineering teams. Define ticket triaging, prioritization, and routing standards. Conduct daily stand-ups and weekly reviews with the helpdesk to align on volume, trends, and pain points.

Ensure timely communication of incident status, workarounds, and resolutions to end users. Client & Stakeholder Management Serve as the primary point of contact for Client Representatives — manage expectations, present support dashboards, and drive governance calls. Conduct weekly operational reviews, monthly service reviews (MSR), and quarterly business reviews (QBR) .

Translate client feedback into actionable improvement plans. Proactively flag risks, capacity constraints, and scope changes. Change & Release Management Manage the Change Advisory Board (CAB) process for production changes. Oversee release planning, deployment windows, and rollback strategies . Ensure compliance with audit, security, and data-protection requirements (SOC 2 as applicable).

People & Vendor Management Lead, mentor, and develop a cross-functional support team — developers, QA, DevOps, and analysts. Drive shift planning, capacity management, and resource utilization. Coach the team on customer-centric thinking and continuous improvement. Required Qualifications Bachelor's or Master's degree in Computer Science, Engineering, or related field.

10+ years of overall IT experience, with at least 5 years in a Technical Project / Support Delivery Manager role . Strong experience in Application Support / AMS / Managed Services engagements. Hands-on understanding of: Microsoft Dynamics 365 CRM (Sales, Customer Service, customizations, integrations) .NET / .NET Core / C# / Web API / SQL Server Azure DevOps , CI/CD, release management, monitoring tools Integration with AS400 / IBM i.

Series / DB2 environments Strong grounding in ITIL practices — Incident, Problem, Change, and Release Management (ITIL v4 certification preferred). PMP, PRINCE2, or Scrum certifications are a plus. Key Skills & Competencies Excellent communication — comfortable presenting to client executives and engaging with engineers.

Strong ownership and service mindset ; calm under pressure during P1/P2 incidents. Analytical and data-driven — uses metrics to drive decisions and improvements. Strong stakeholder management, negotiation, and conflict resolution. Ability to manage support operations across distributed teams and time zones (US / India).

Comfort balancing operational firefighting with long-term improvement initiatives . What Success Looks Like in This Role Consistent SLA adherence (>95%) across all support towers. Year-on-year reduction in ticket volume, MTTR, and recurring incidents . High Client CSAT scores and renewed / expanded support engagements.

A stable, well-documented production environment with clear runbooks and minimal key-person dependency. A motivated, well-trained support team operating as a true extension of the client.