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.

Responsibilities

• 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.
• Direct global team capacity planning, shift rostering, 24/7 coverage scheduling, and resource allocation across IT operations and infrastructure projects.
• Serve as system admin/owner for resource management utilities (e.g., Smart Track), tracking task execution, technician utilization, and workflow throughput metrics.
• Lead enterprise projects for analog copper POTS lines, managing line audits, carrier migrations (POTS-to-LTE/VoIP replacement), circuit provisioning, and decommission programs.
• Oversee telecom carrier operations, holding service providers accountable to SLAs, tracking LOA/FOC milestones, and managing technical escalation paths.
• Maintain shift handovers, build resource utilization dashboards, streamline scheduling workflows, and publish Standard Operating Procedures (SOPs).
• Resource & Rostering Systems: Proven expertise managing complex 24/7 team shift rosters, resource management tools (Smart Track or equivalent), capacity planning, and workforce allocation.
• 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.

Requirements

• Solid grasp of enterprise network architecture, OSI layers, TCP/IP, basic routing, and data center circuit handoffs.
• Practical mastery of project management methodologies (Agile, Waterfall) and PM platforms (Jira, ServiceNow, MS Project, Smartsheet).
• Strong written and verbal English communication skills for facilitating cross-functional team scheduling, vendor governance, and management reporting.
• Bachelor’s degree in Project Management, Business Administration, Information Technology, Telecommunications, or equivalent practical experience.
• 5+ years of combined experience in project management, IT operations resource management/rostering, and telecommunications circuit administration.
• & 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.

Preferred

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

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