Technical Program Manager
Core
Improve interfaces between Cloud Support, Engineering, and Product teams by owning technical operating processes, escalation frameworks, and operational readiness.
Role type
Senior Technical Program Manager (Cloud Support Operations)
Builds
Predictable, scalable support interfaces and operational processes for a full-stack AI cloud platform
Domain
Cloud Infrastructure / AI / Distributed Systems
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Technical program management, incident management, technical escalation management, service architecture understanding, cross-functional coordination, process improvement design, technical documentation, Jira workflows
Preferred skills
Cloud infrastructure experience, large-scale distributed systems, Kubernetes, service delivery methodologies (PMI, ITIL, Agile), globally distributed organization experience
Technologies
Jira, Kubernetes
Responsibilities
Own and evolve the technical escalation framework between Cloud Support, Engineering, Product, and service owners; Stay close to significant incidents, surface cross-team risks, and drive resulting process improvements; Drive Support readiness for new products and services; Gather technical and operational requirements for Support tools and coordinate dependencies, rollout, and enablement; Lead cross-functional initiatives that improve how Support works with Product, Engineering, and Customer Experience teams; Design, document, implement, and maintain processes, procedures, playbooks, templates, and operational documentation; Identify recurring gaps, define improvements and success metrics, and ensure changes are adopted
Seniority
Senior, hands-on IC
