Technical Program Manager

• Manage and lead several technical teams, ensuring alignment with organizational goals and customer needs.
• Serve as Incident Manager during critical outages and act as the primary escalation point for customer issues.
• Oversee ITIL processes including event, incident, change, and problem management.
• Monitor and analyze key performance indicators (KPIs) for internal teams and customer outcomes; implement improvements.
• Provide guidance, mentorship, training, and support to the IT team; establish clear objectives and priorities.
• Collaborate with departments and managers to develop effective solutions for IT problems and ensure cross-functional alignment.
• Be on call and available during assigned shifts; work nontraditional hours, nights, weekends, and major holidays as required.
• Identify and implement process improvements and opportunities for automation to enhance operational effectiveness.
• Communicate effectively with customer managers, directors, and top-tier executives and continuously reprioritize responsibilities.

IT Technical Operations Manager

Technical Program Manager