Senior Technical Program Manager, Engineering Operations

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, postmortems, and cross-functional meetings. Excellent organizational skills with attention to follow-through on action items. 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. Ability to troubleshoot complex technical issues and make sound decisions under pressure.

Design and operate the on-call framework, including staffing models, escalation procedures, and notification systems. Manage daily on-call operations, including handovers, standups, and status page updates. Serve as Incident Commander during North American business hours, directing staff and coordinating response efforts. Lead postmortem meetings, develop RCA documentation, and track follow-up action items. Collaborate with engineering and support leaders to ensure timely product issue resolution. Program manage 1-2 cross-functional initiatives per quarter aligned with business objectives.