Technical Project Manager

Support & Incident Management

• Coordinate resolution of production issues across multiple systems and technology layers.
• Track incidents, root causes, and follow-up actions to ensure permanent fixes are implemented.
• Maintain issue tracking and prioritization through Jira or other ticketing systems.
• Work with client stakeholders to ensure timely communication and escalation when required.

Continuous Improvement & Preventive Actions

• Identify recurring issues and work with engineering teams to plan improvement tasks.
• Follow up on optimization activities related to performance, reliability, and security.
• Manage small enhancement requests that originate from production observations.

Monitoring & Operations Coordination

• Oversee alerting and monitoring dashboards with relevant teams.
• Ensure alerts are properly categorized by business impact and actioned promptly.
• Facilitate reviews of monitoring effectiveness and help refine detection thresholds.

Governance & Reporting

• Prepare weekly and monthly operational reports (incidents, RCA, SLA, improvement progress).
• Maintain updated documentation and runbooks for critical operational procedures.
• Conduct periodic reviews with internal management and client representatives.

Communication & Stakeholder Coordination

• Act as the coordination point between technical teams, support engineers, and client managers.
• Translate technical issues into clear summaries and action items.
• Ensure transparent updates across all stakeholders on issue status and mitigation plans.

Core Competencies

• 4–6 years of experience in technical project management, application operations, or production support leadership.
• Good understanding of enterprise software environments: web applications, APIs, databases, and cloud infrastructure.
• Hands-on experience managing tickets or support workflow using Jira Service Management or similar systems.
• Strong coordination skills with multi-disciplinary teams (development, infrastructure, QA, client).
• Solid communication in English (both spoken and written).

Technical Awareness

• Knowledge of modern cloud environments (Azure or AWS).
• Familiarity with API integrations, monitoring tools, and incident response processes.
• Ability to read and interpret system logs or performance metrics with guidance from engineers.

Nice-to-Have

• Background in eCommerce, integration systems, or cloud-based applications.
• Understanding of DevOps or CI/CD concepts.
• Experience preparing client-facing operational reports or dashboards.

Soft Skills

• Excellent organizational and coordination skills.
• Strong ownership and accountability for deliverables.
• Calm under pressure; proactive in risk identification and resolution.