Senior Technical Program Manager, Engineering Operations
Horizon3.ai
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
Cyber Security
About the role
- You'll own the operational backbone of our engineering support systems with clear accountability and continuous improvement:
- Design and operate the on-call framework: Establish and maintain staffing models, escalation procedures, and notification systems to ensure continuous engineering coverage for critical product issues
- Manage daily operations: Oversee on-call handovers, lead daily standups with assigned personnel, update customer-facing status pages where relevant, facilitate weekly handoff meetings, and ensure smooth transitions between rotations
- Central dispatch function: Act as the coordination hub for support requests and incident response, providing oversight and task prioritization for on-call engineers while adjusting work priorities based on SLA constraints
- Ensure equitable workload distribution: Monitor that low-priority tickets receive attention even when high-severity issues dominate, preventing backlog accumulation
- Serve as Incident Commander for incidents during North American business hours: Alert and direct on-call staff during active incidents, coordinate real-time response efforts and ensure appropriate resources are engaged, update customer-facing status pages throughout incidents, notify key business stakeholders of incident status and resolution progress
- Drive postmortem excellence: Lead postmortem meetings, lead the development of RCA (Root Cause Analysis) documentation, and track and drive completion of follow-up action items to prevent recurring issues
- Partner with leaders and contributors across engineering and support organizations to ensure timely resolution of product issues with significant customer and partner impact
- Lead monthly review meetings with key stakeholders to assess program health, review metrics, and identify improvement opportunities.
Requirements
- 5+ years of program or project management experience, with at least 3 years in a technical environment (software development, SaaS, or cybersecurity preferred)
- Bachelor's degree in Computer Science, Engineering, Information Technology, or related field (or equivalent experience)
- Strong facilitation skills for leading incident response as Incident Commander, postmortems, and cross-functional coordination meetings
- Excellent organizational skills with meticulous attention to follow-through on action items and commitments
- Experience building dashboards and tracking systems for engineering or operations metrics (familiarity with tools like Jira, Datadog, PagerDuty, or similar)
- Exceptional communication skills across all levels, especially when working with technical stakeholders and translating between technical and business contexts
- Ability to troubleshoot complex technical issues and make sound decisions under pressure during active incidents
- Experience operating independently in rapid-growth environments with evolving priorities.
Benefits
- Inclusive Team: We value diversity and promote an inclusive culture where everyone can thrive.
- Growth Opportunities: Be part of a dynamic and growing team with numerous career development opportunities.
- Innovative Culture: Work in a collaborative environment that encourages creativity and out-of-the-box thinking.
- Remote Work: We are a 100% remote company. Enjoy the convenience and work-life balance that comes with remote work.
- Competitive Compensation: We offer competitive salary, equity and benefits. Our benefits include health, vision & dental insurance for you and your family, a flexible vacation policy, and generous parental leave.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
program managementproject managementincident responseRoot Cause Analysistroubleshootingdashboard buildingmetrics tracking
Soft skills
facilitationorganizational skillscommunicationattention to detaildecision makingcross-functional coordination