Program Management Manager

We are seeking a seasoned and proactive Program Management Manager to lead a team in the MAP product group. This role is critical to ensuring the stability, efficiency, and continuous improvement of our Presentation Layer (Citrix) infrastructure and related support services. You will manage a team responsible for handling security patch management, system maintenance, tech upgrades and contribute to innovation and automation initiatives that enhance service delivery and operational excellence.

Key Responsibilities:

• Lead and manage functional group within MAP team, ensuring timely resolution of JIRA requests.
• Oversee routine platform maintenance activities including patching, health checks, and compliance.
• Ensure high availability and performance of the Presentation Layer environment of all customers.
• Collaborate with SREs and cross-functional teams to implement automation, improve tools, and drive innovation.
• Identify and implement process improvements that enhance team efficiency and service quality.
• Monitor team performance, provide coaching and development, and foster a culture of accountability and growth.
• Support incident and change management processes in accordance with ITIL or internal service standards.
• Generate operational reports, track key metrics, and present status updates to leadership and stakeholders.

Qualifications:

• Bachelor’s degree/master’s degree (Information Technology/Mathematics/Computer Science/Computer Software/Electronics/Operational Research/Computer System Engineering).
• Experience delivering and operating large scale, highly available distributed systems.
• 8+ years of experience in IT infrastructure support, with at least 3 years in a people leadership or managerial role.
• Strong knowledge of Citrix technologies (XenApp/XenDesktop/Citrix Cloud), Windows Server, and patch management practices.
• Proven experience managing IT operations and leading teams in a global support model.
• Hands-on experience with JIRA, Remedy, or other ITSM tools.
• Demonstrated ability to lead improvement initiatives, drive automation, and implement best practices.
• Strong communication, organizational, and stakeholder management skills.

Career Level - M2

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Experience Level

Mid Level