What are the responsibilities and job description for the Production Support/Incident Management Project Manager position at Elevate Digital?
This is a Contract to Hire position--NO C2C or sponsorship is available. Please do not email if you are an employer. Thanks!
We are seeking a Senior Technical Project Manager with deep expertise in production support operations and incident management to drive stability, resilience, and continuous improvement across our client-facing product platform.
MUST HAVES:
• 8 years of experience in production support, incident management, or technical operations
roles within a product or SaaS organization.
• Proven track record leading high-severity (P1/P2) incident response in live production
environments, including complex distributed systems.
• Deep experience facilitating structured root cause analysis and post-mortem processes —
with demonstrated ability to drive corrective actions through to completion.
• Strong technical foundation: ability to interpret application logs, infrastructure metrics,
database query behavior, and system architecture to guide investigations.
• Experience building and improving escalation frameworks, incident response playbooks, and
on-call processes in a product engineering organization.
• Demonstrated ability to drive process improvement initiatives grounded in incident data and
operational metrics.
• Exceptional communication skills — able to command technical war rooms while
simultaneously providing clear, concise executive and client updates under pressure.
• Proficiency with data analysis and reporting tools to build dashboards, KPI scorecards, and
trend analyses (Excel/pivot tables, BI tools, or equivalent).
• Bachelor’s degree in a relevant field, or equivalent experience (10 years in lieu of degree).
• Experience in healthcare IT or regulated software environments (HIPAA, FDA, SOC 2).
Preferred
• Familiarity with ITIL incident and problem management frameworks.
• Experience in Agile/DevOps environments with exposure to CI/CD pipelines, release
management, and deployment risk.
• Hands-on experience with observability and monitoring platforms (e.g., Datadog, Splunk, New
Relic, PagerDuty).
• Background in SRE practices or reliability engineering collaboration.
• ITIL v4, PMP, or equivalent certification.
Salary : $140,000 - $150,000