Technical Project/Program Manager II

Project Manager – Smart Track, Rostering, Resource Management / Lead POTS Line

Project Management & Telecommunications • Senior Level (5+ years) • 24/7 Operations

Role Overview

The Project Manager – Smart Track, Rostering, Resource Mgt / Lead POTS Line dual-function role combines operational resource governance with technical telecommunications leadership. This position is responsible for overseeing shift scheduling, resource allocation, and workflow tracking platforms (such as Smart Track), while simultaneously acting as the project lead for legacy PSTN/POTS line modernization, carrier disconnect programs, and data center analog circuit lifecycle management to ensure maximum operational efficiency and strict SLA adherence.

Key Responsibilities

• Resource Management & Rostering: Direct global team capacity planning, shift rostering, 24/7 coverage scheduling, and resource allocation across IT operations and infrastructure projects.

• Smart Track & Operations Governance: Serve as system admin/owner for resource management utilities (e.g., Smart Track), tracking task execution, technician utilization, and workflow throughput metrics.

• POTS Line Project Leadership: Lead enterprise projects for analog copper POTS lines, managing line audits, carrier migrations (POTS-to-LTE/VoIP replacement), circuit provisioning, and decommission programs.

• Carrier & Vendor Management: Oversee telecom carrier operations, holding service providers accountable to SLAs, tracking LOA/FOC milestones, and managing technical escalation paths.

• Cross-Functional Reporting & Process Optimization: Maintain shift handovers, build resource utilization dashboards, streamline scheduling workflows, and publish Standard Operating Procedures (SOPs).

Required Skills & Qualifications

• Resource & Rostering Systems: Proven expertise managing complex 24/7 team shift rosters, resource management tools (Smart Track or equivalent), capacity planning, and workforce allocation.

• Telephony & POTS Domain Knowledge: Practical understanding of analog copper circuits (POTS), FXS/FXO interfaces, line types (elevator, alarm, out-of-band management), carrier ordering, and POTS-over-LTE conversion technology.

• Networking Fundamentals: Solid grasp of enterprise network architecture, OSI layers, TCP/IP, basic routing, and data center circuit handoffs.

• Project Management & Tool Proficiency: Practical mastery of project management methodologies (Agile, Waterfall) and PM platforms (Jira, ServiceNow, MS Project, Smartsheet).

• Communication & Leadership: Strong written and verbal English communication skills for facilitating cross-functional team scheduling, vendor governance, and management reporting.

• Education: Bachelor’s degree in Project Management, Business Administration, Information Technology, Telecommunications, or equivalent practical experience.

• Experience: 5+ years of combined experience in project management, IT operations resource management/rostering, and telecommunications circuit administration.

• Certifications (Preferred): Project Management Professional (PMP), Certified Associate in Project Management (CAPM), ITIL v4 Foundation, or relevant workforce management/telecom certifications.

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.