Technical Project Manager – Tier 3 Production Support

We are seeking a Technical Project Manager (TPM) to lead the Tier 3 Production Support function for a critical Backend-for-Frontend (BFF) platform. This high-impact role sits at the intersection of technical leadership, production operations, incident management, multi-vendor coordination, and engineering excellence
.

The ideal candidate will have strong hands-on technical expertise
, proven experience managing complex production environments, and the ability to drive Agentic Solutioning and automation initiatives while coordinating multiple engineering and vendor teams.

Primary

Skills:


Agentic Solutioning, Technical Product Expertise, Production Support, Incident Management

• Own the Tier 3 escalation process and serve as the final point of resolution for complex production issues.
• Lead P1/P2 incident war rooms and bridges
  , coordinating cross‑functional teams through resolution.
• Perform hands‑on API triage and troubleshooting using Splunk
  , including log analysis, request tracing, and root‑cause identification across BFF and downstream microservices.
• Drive Root Cause Analysis (RCA) and blameless Post‑Incident Reviews (PIRs).
• Track corrective actions through closure and ensure SLA compliance
  .
• Build and maintain Splunk dashboards for API health, error rates, and latency monitoring.
• Coordinate production support activities across multiple development pods and external vendors.
• Establish governance processes including daily standups, weekly reviews, escalation protocols, and performance tracking.
• Drive accountability for production fixes and resolution timelines.
• Manage dependencies and handoffs between platform engineering and vendor development teams.
• Track vendor performance metrics including MTTR, incident recurrence, and fix quality
  .

• Partner with Product Management to balance production stability, technical debt, and feature delivery
  .
• Provide data‑driven updates to leadership on production health, risks, incidents, and capacity.
• Manage scope, priorities, schedules, resources, dependencies, and risks across multiple initiatives.
• Establish capacity allocation between production support and feature development.
• Drive structured change control and protect engineering teams from unplanned scope creep.

• Identify recurring production issues and drive permanent corrective solutions.
• Champion automation and Agentic Solutioning to reduce manual support and incident‑management activities.
• Establish and monitor DORA metrics, incident trends, SLA performance, and team health indicators
  .
• Implement effective on‑call rotation and workload management practices.
• Promote engineering best practices such as canary deployments, feature flags, pre‑production validation, and automated monitoring
  .
• Develop and maintain operational runbooks, SOPs, knowledge bases, and support documentation.
• Lead, mentor, and guide production support teams to ensure timely issue resolution.
• Manage resource planning, shift coverage, rotations, and support requirements.
• Conduct peer reviews and promote high‑quality engineering standards.
• Facilitate knowledge transfer and support team development.
• Coordinate distributed teams across multiple time zones.

• Strong experience in Agentic Solutioning and applying modern AI/automation approaches to technical operations.
• Hands‑on technical expertise with APIs, microservices, application troubleshooting, and production environments.
• Proven experience in Tier 3 Production Support and complex incident resolution.
• Strong Incident Management, Problem Management, and Escalation Management experience.
• Experience with Splunk
  , log analysis, monitoring, and production diagnostics.
• Experience coordinating multiple engineering teams and external vendors
  .
• Strong understanding of SLA, MTTR, RCA, PIR, DORA metrics
  , and operational KPIs.
• Experience working with Agile methodologies and distributed teams.
• Excellent communication, stakeholder management, presentation, and conflict‑resolution skills.
• Ability to work effectively under pressure during critical production incidents.

• PMP, PRINCE2, CSM
  , or…