17 mar
Publicis Groupe Holdings
Cundinamarca
Company description Publicis Global Delivery is the talent powerhouse of Publicis Groupe, the largest global communications group. We make sure to hire, boost and develop the best people worldwide to deliver outstanding work for the most prominent clients within the Groupe. In LATAM, we are over 1,700 passionate employees that love to push boundaries and drive innovative solutions.
If you are a risk-taker and love to develop intrepid ideas, PGD is the place for you. We Move People, and People Move Us!
Overview Manages projects with different scopes and teams, using different project management methodologies/processes improvements as team, project or client require. Able to manage scopes of projects, different work teams, project timings,
costs and budget, quality, human resources, communications, risks, acquisitions, and stakeholders involved in each project Works with the team to determine plan execution, monitoring, and control.
Responsible of the management and correct distribution for assets/resources provided by the client. Responsibilities Service Delivery & Incident Management
- Lead the end-to-end delivery of AEM AMS services, ensuring adherence to defined SLAs and operational objectives.
- Oversee 24/7 incident support, ensuring triage, prioritization, and resolution of issues based on business impact.
- Manage and optimize service operations, leveraging monitoring tools such as
New Relic, CloudWatch, Adobe Looking Glass, and Cloud Manager.
- Maintain structured incident reporting and analytics, ensuring root cause analysis and corrective actions are implemented.
Project & Stakeholder Management
- Act as the primary point of contact for internal teams, vendors, and the client’s digital and IT stakeholders.
- Lead daily stand-ups, weekly leadership calls, and governance meetings,
ensuring transparency in incident response, service metrics, and platform enhancements.
- Collaborate with the client’s technical and business teams to prioritize service requests, enhancements, and proactive maintenance efforts.
- Provide structured reporting on service performance, identifying opportunities for efficiency improvements.
Enhancements & Continuous Improvement
- Manage and oversee AEM enhancements, customizations, and technical updates within the allocated monthly support hours.
- Work with development and DevOps teams to maintain and improve CI/CD pipelines in Adobe Cloud Manager, ensuring efficient deployments and compliance with security standards.
- Support the implementation of AEM best practices, including Experience Fragments, Reusable Components, Editable Templates, and Component-Based Development.
- Drive performance optimizations, SEO retention, accessibility compliance, and system stability improvements.
Process & Risk Management
- Monitor service operations, identifying risks and ensuring mitigation strategies are in place.
- Maintain accurate project documentation, including status reports, incident logs, knowledge base updates, and technical documentation.
- Implement ITIL-based incident management and Agile methodologies to improve service efficiency.
- Track contracted service levels, escalating critical issues and ensuring compliance with the engagement’s contractual requirements.
Qualifications
- 5+ years of experience in project management within AMS, AEM, or digital platform operations.
- English lever: B2+ or higher
- Strong understanding of Adobe Experience Manager (AEM),
including cloud-based environments and managed services support models.
- Experience with incident management, ITIL frameworks, Agile methodologies, and DevOps best practices.
- Familiarity with Adobe Cloud Manager, CI/CD pipelines, infrastructure monitoring tools (New Relic, CloudWatch, Icinga), and security compliance standards.
- Proven ability to manage high-priority incidents, SLA-driven services, and enhancement roadmaps.
- Strong communication and stakeholder management skills, with experience coordinating between technical teams, business leads, and third-party vendors.
- PMP, ITIL, or Scrum Master (CSM) certification is a plus.
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Analyst
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