Technical Project and Incident Manager

About the position

As a Technical Project and Incident Manager, you will be responsible for the successful delivery of software development initiatives and the coordinated management of production incidents within a SaaS environment. This role serves as a central execution and coordination function, ensuring that development projects are delivered predictably while operational incidents are handled with rigor, transparency, and speed.
You will work closely with Engineering, Product Management, Support, Operations, and external stakeholders to manage timelines, dependencies, risks, and communications across both planned development work and unplanned incidents. This role emphasizes execution excellence, operational stability, and continuous improvement rather than product ownership or people management.

Responsibilities
• Technical Project Management:Plans, coordinates, and drives the delivery of software development projects, including platform enhancements, integrations, infrastructure initiatives, and client‑driven commitments. Ensures scope, timelines, dependencies, and risks are clearly understood and actively managed.
• Cross‑Functional Delivery Coordination:Acts as the primary point of coordination across Engineering, Product, QA, Support, and Operations to align execution plans, manage inter‑team dependencies, and ensure timely delivery of committed outcomes.
• Incident Management & Escalation:Leads or facilitates the management of production incidents, service disruptions, and critical escalations. Coordinates rapid response, ensures clear ownership, drives resolution, and maintains effective communication with internal teams and stakeholders throughout the incident lifecycle.
• Incident Communication & Reporting:Owns incident communications, including status updates, executive summaries, and post‑incident reviews. Ensures communications are timely, accurate, and appropriate for both technical and non‑technical audiences.
• Post‑Incident Review & Continuous Improvement:Facilitates post‑incident reviews (PIRs), ensures root cause analysis is completed, and drives follow‑up actions to prevent recurrence. Partners with Engineering and Operations to improve reliability, tooling, and processes.
• Planning, Tracking & Reporting:Develops and maintains project plans, delivery milestones, risk registers, and status reporting. Provides clear, concise updates to leadership and stakeholders on progress, risks, and mitigation strategies.
• Process & Operational Rigor:Contributes to the definition and improvement of delivery and incident management processes, including playbooks, runbooks, escalation paths, and governance standards.
• Agile & Delivery Support:Supports Agile delivery teams by facilitating planning, coordination, and execution activities as needed (e.g., sprint planning support, dependency tracking, release coordination), without acting as a Product Owner.
• Stakeholder Management:Serves as a trusted execution partner to Product Management, Engineering leadership, and customer‑facing teams, ensuring expectations are aligned and delivery commitments are realistic and transparent.
• Performs other duties as assigned.

Requirements
• Bachelor’s degree in Engineering, Computer Science, Information Systems, Business, or a related quantitative or technical field.
• 3+ years of experience in technical project management, delivery management, or program management within a SaaS or software development environment.
• 3+ years of experience in managing technical incidents, including resolution and client communications related to the incident within a SaaS or software development environment.
• Demonstrated experience managing software development projects across multiple teams and disciplines.
• Hands‑on experience coordinating or leading production incident management, escalations, or operational issue resolution.

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