Technical Project Manager – Tier 3 Production Support

We are seeking a Technical Project Manager (TPM) to lead the Tier 3 Production Support function for a critical Backend-for-Frontend (BFF) platform. This high-impact role sits at the intersection of technical leadership, production operations, incident management, multi-vendor coordination, and engineering excellence .

The ideal candidate will have strong hands-on technical expertise , proven experience managing complex production environments, and the ability to drive Agentic Solutioning and automation initiatives while coordinating multiple engineering and vendor teams.

Primary Skills: Agentic Solutioning, Technical Product Expertise, Production Support, Incident Management

Key Responsibilities

• Own the Tier 3 escalation process and serve as the final point of resolution for complex production issues.
• Lead P1/P2 incident war rooms and bridges , coordinating cross‑functional teams through resolution.
• Perform hands‑on API triage and troubleshooting using Splunk , including log analysis, request tracing, and root‑cause identification across BFF and downstream microservices.
• Drive Root Cause Analysis (RCA) and blameless Post‑Incident Reviews (PIRs) .
• Track corrective actions through closure and ensure SLA compliance .
• Build and maintain Splunk dashboards for API health, error rates, and latency monitoring.
• Coordinate production support activities across multiple development pods and external vendors.
• Establish governance processes including daily standups, weekly reviews, escalation protocols, and performance tracking.
• Drive accountability for production fixes and resolution timelines.
• Manage dependencies and handoffs between platform engineering and vendor development teams.
• Track vendor performance metrics including MTTR, incident recurrence, and fix quality .

Technical Product & Stakeholder Management

• Partner with Product Management to balance production stability, technical debt, and feature delivery .
• Provide data‑driven updates to leadership on production health, risks, incidents, and capacity.
• Manage scope, priorities, schedules, resources, dependencies, and risks across multiple initiatives.
• Establish capacity allocation between production support and feature development.
• Drive structured change control and protect engineering teams from unplanned scope creep.

Operational Excellence & Continuous Improvement

• Identify recurring production issues and drive permanent corrective solutions.
• Champion automation and Agentic Solutioning to reduce manual support and incident‑management activities.
• Establish and monitor DORA metrics, incident trends, SLA performance, and team health indicators .
• Implement effective on‑call rotation and workload management practices.
• Promote engineering best practices such as canary deployments, feature flags, pre‑production validation, and automated monitoring .
• Develop and maintain operational runbooks, SOPs, knowledge bases, and support documentation.
• Lead, mentor, and guide production support teams to ensure timely issue resolution.
• Manage resource planning, shift coverage, rotations, and support requirements.
• Conduct peer reviews and promote high‑quality engineering standards.
• Facilitate knowledge transfer and support team development.
• Coordinate distributed teams across multiple time zones.

Required Qualifications

• Strong experience in Agentic Solutioning and applying modern AI/automation approaches to technical operations.
• Hands‑on technical expertise with APIs, microservices, application troubleshooting, and production environments.
• Proven experience in Tier 3 Production Support and complex incident resolution.
• Strong Incident Management, Problem Management, and Escalation Management experience.
• Experience with Splunk , log analysis, monitoring, and production diagnostics.
• Experience coordinating multiple engineering teams and external vendors .
• Strong understanding of SLA, MTTR, RCA, PIR, DORA metrics , and operational KPIs.
• Experience working with Agile methodologies and distributed teams.
• Excellent communication, stakeholder management, presentation, and conflict‑resolution skills.
• Ability to work effectively under pressure during critical production incidents.

Preferred Qualifications

• PMP, PRINCE2, CSM , or other relevant management certification.
• Knowledge of ITIL / IT Service Management standards.
• Experience supporting enterprise‑scale applications and customer‑facing platforms.
• Experience with scripting, automation, modern development tools, and emerging technologies.
• Strong understanding of software development lifecycle, release management, change management, QA, DBA, infrastructure, and application development processes.

Success Metrics

Success in this role will be measured by:

• Improved incident resolution and MTTR
• Reduction in recurring incidents through permanent fixes and automation
• Strong adherence to SLAs and engineering standards
• Effective management of critical escalations
• Improved application availability and production stability
• Vendor performance and accountability

  ABOUT BRICKRED SYSTEMS

  BrickRed Systems is a global leader in next‑generation technology consulting and workforce solutions, specializing in delivering high‑quality talent across digital, engineering, marketing, analytics, finance, operations, and business transformation domains. With a strong emphasis on innovation, scalability, and client success, BrickRed Systems helps organizations solve complex business challenges by providing skilled professionals across strategy, technology, creative, and operational functions. BrickRed fosters a culture of continuous learning, collaboration, and excellence, enabling professionals to contribute to high‑impact global initiatives while advancing their careers.