Technical Program Manager

A Day in the Life:

The Technical Program Manager, Data & Analytics will provide overall technical leadership for the support, maintenance and operations of our Data & Analytic and MFT(Manage File Transfer) platforms and applications.  The ideal candidate is a production support specialist that has extensive experience managing outsourced service providers to enable incident management, troubleshooting, bug fixing, patching, monitoring and alerting. Partners closely with Engineering and Application Development leaders for effective hand-over during the development and deployment lifecycle, as well as partnering with other leaders within Technology to ensure smooth resolution of incidents.  Responsible for end-to-end production support across data platforms, business intelligence and analytic applications.

What you will do:

• Provide technical support for Data Platforms, BI Platforms, Analytics and MFT Applications
• Incident Management – minimize service disruption by driving timely resolution of incidents
• Problem Management – ensure a proactive stance to post-incident review and follow-up
• Change Management – expedite change requests to ensure service availability
• Serve as central intake coordinator across multiple concurrent workstreams - triage, assign, track, and ensure formal handoff to production support
• Coordinate large-scale migration efforts including planning, go-live execution, vendor communications, and maintenance of team documentation and runbooks
• Lead troubleshooting, bug fixing, patching and implementation of minor enhancements
• Develop and implement appropriate monitoring and alerting capabilities across platforms
• Lead and manage multiple outsourced service providers to deliver on Production Support goals and objectives across the Data & Analytics portfolio
• Manage vendors to take appropriate measures for controlling cost, reducing potential risks related to vendors, ensuring excellent service deliverability and deriving value from vendors in the long-run
• Arrange, assign, adjust and monitor shifts to have apt coverage
• Collaborate with Engineering and Application Development teams on production support hand-overs
• Coordinate with teams across Product & Technology including platform engineering, service incident management, security and engineering
• Report promptly to management and business partners regarding critical outages until resolution
• Communicate effectively with different levels of leadership within the organization
• Write and review high-quality technical documentation, including run-books