About us

Exotel is one of Southeast Asia’s largest cloud telephony companies. We aim to change the way enterprises look at customer communication. We build the best-in-class communication products that power the companies of today and tomorrow. Our technology enables customer communication for our clients such as Uber, Ola, Go-Jek, Redbus, Flipkart, Quikr, Practo, Lazada, and Redmart, to name a few.

We are a young company with humble beginnings in 2011 that grew from a 3-member team to 150+ employees in 2018. Our technology has connected 85 million people, powered 1.2 billion customer calls, and powered 3.2 billion voice API calls and 3.2 billion business SMS. Read our 2018 growth story here.

About the Role

The Technical Program Manager 2 will be responsible for managing and executing various technical projects end to end. This role involves taking ownership of project planning, execution, monitoring, and communication. The Technical Program Manager 2 will work closely with technical teams and stakeholders to ensure successful project delivery, issue resolution, and continuous improvement.

Responsibilities:

• Develop and maintain technical project plans related to Infosec, Audit, and 3rd parties.

• Manage project timelines, budgets, and resources.

• Monitor project progress and identify and mitigate risks.

• Communicate with stakeholders (internal and external) by preparing and distributing project updates.

• Provide technical support to project teams and clients, gathering information and resolving issues.

• Troubleshoot technical issues and document solutions.

• Manage vendor relationships by coordinating and communicating effectively.

• Conduct project post-mortems and identify lessons learned.

• Collaborate with Infosec and Audit teams to gather information and ensure compliance.

• Act as a point of contact for key accounts, ensuring project delivery and support.

• Interfaced with internal Tech, Supply, and Operations teams to gather information for project plans and manage dependencies.

• Prepare Statements of Work (SOWs), architecture diagrams, and project plans.

• Track and manage project deadlines, milestones, and activities.

• Resolve/escalate project issues that affect program deliverables.

• Track and measure customer-related metrics like CSAT and NPS.

Minimum Qualifications:

• Bachelor's degree in Computer Science, Engineering, a related technical field, or equivalent practical experience.

• 3+ years of experience in a technical role or project support role.

• Solid understanding of program management concepts.

• Strong technical understanding and a willingness to learn about APIs and technical products.

• Proficiency with project management tools.

• Excellent communication and interpersonal skills.

• Ability to work independently and as part of a team, taking ownership of tasks.

Preferred Qualifications:

• Interest in technical program management as a career path.

• Exposure to or basic understanding of APIs and technical products.

• Some experience or familiarity with project management methodologies.

• Familiarity with IT or technical support environments.

• Basic proficiency in Google Suite.