Technical Program Manager

Tential Solutions; Town of Vernon (NY); On-site; USD 120,000 - 165,000; Full time

Job summary

Tential Solutions seeks an experienced Delivery Manager / Technical Program Manager to support TechOps and SRE for game infrastructure. You will guide two technical teams, drive Agile processes, and translate stakeholder needs into actionable work.

The role requires Jira workflow mastery, Scrum Master/Product Owner experience, and collaboration across platform, networking, security, and data teams. Occasional after-hours support may be required.

Qualifications

• 8–10 years of experience in technical program management, project management, delivery management, or related roles.
• Hands-on Scrum Master and Product Owner experience, including running Agile ceremonies and backlog prioritization.
• Strong Jira experience including automations and workflow customization.
• Experience in IT infrastructure, TechOps, SRE, or production operations environments.
• Ability to coordinate across platform, infrastructure, networking, data, TechOps, and security teams.

Responsibilities

• Own delivery of multiple initiatives aligned with product roadmaps and quarterly commitments.
• Define and communicate quarterly scope, schedules, priorities, and milestones with Product and Engineering leaders.
• Track work through completion and manage action items across teams.
• Identify risks, develop mitigations, and resolve blockers and dependencies.
• Coordinate releases, launches, and cross-project dependencies with other Delivery Managers.
• Lead Agile ceremonies and coach teams on Scrum principles and continuous improvement.
• Maintain Sprint Backlogs in Jira and ensure clear priorities.
• Gather requirements from studios, stakeholders, and technical teams for SRE/game infrastructure initiatives.
• Prioritize backlog items based on business needs and capacity.
• Facilitate incident management and postmortems, tracking follow-up actions.

Skills

Technical Program Management

Scrum Master

Product Ownership

Jira

Agile Leadership

Stakeholder Management

Cross-functional Collaboration

Tools

Jira Automations

Confluence

Google Workspace

Miro

Visio

Lucidchart

Job description

Our client, a leader in the interactive gaming industry, is looking for an experienced Delivery Manager / Technical Program Manager to support teams focused on Technical Operations (TechOps) and Site Reliability Engineering (SRE) for game infrastructure.

This is a highly cross-functional role combining elements of Technical Project Management, Scrum Master leadership, and Product Ownership. You will be responsible for helping two technical teams deliver against quarterly commitments, maintain effective Agile processes, manage priorities and dependencies, and translate stakeholder needs into actionable work.

The ideal candidate comes from an infrastructure, operations, SRE, or similar technical environment and is comfortable working closely with engineering, product, platform, networking, security, and other technical teams. Strong knowledge of Jira workflows and automations is especially important.

Key Responsibilities

• Own delivery of multiple initiatives in alignment with product roadmaps and quarterly commitments.
• Partner with Product and Engineering leaders to define, document, and communicate quarterly scope, schedules, priorities, and key milestones based on team capacity.
• Track committed work through completion and ensure action items are assigned to the appropriate teams.
• Identify delivery risks, develop mitigation plans, and proactively drive resolution of blockers and dependencies.
• Manage scope changes during the quarter, including coordinating and documenting formal change requests when commitments shift.
• Coordinate cross-project dependencies, milestones, releases, and launch activities with other Delivery Managers and technical teams.
• Lead Agile ceremonies and ensure Scrum practices are consistently and effectively followed.
• Coach teams on Agile and Scrum principles, self-management, planning, and continuous improvement.
• Own and maintain Sprint Backlogs in Jira, ensuring priorities and commitments remain clear.
• Gather and clarify requirements from studios, stakeholders, and technical teams, particularly for SRE and game infrastructure initiatives.
• Prioritize backlog items based on business needs, technical dependencies, and available team capacity.
• Help manage competing stakeholder requests and push back appropriately when demand exceeds team capacity.
• Facilitate triage of incoming customer and operational tickets through ServiceNow.
• Support incident-management processes, including tracking postmortem action items and ensuring follow-up work reaches the appropriate teams.
• Establish and coordinate release and launch communications.
• Provide program-level performance reporting, delivery visibility, and status updates to internal and external leadership.
• Identify and lead process improvements that increase team productivity, predictability, and operational effectiveness.
• Help maintain strong communication, collaboration, and team morale across geographically distributed teams.

Must-Have Requirements

• 8–10 years of relevant experience in technical program management, project management, delivery management, or related roles.
• Strong experience managing quarterly commitments, delivery timelines, scope changes, risks, dependencies, and mitigation plans.
• Hands-on experience functioning as a Scrum Master and Product Owner, including:
  • Running Agile ceremonies.
  • Managing and prioritizing backlogs.
  • Gathering and refining requirements.
  • Balancing stakeholder requests against team capacity.
• Strong working knowledge of Jira, including an understanding of how Jira automations operate:
  • Triggers, conditions, and actions.
  • Automated ticket creation and routing.
  • The operational impact of modifying automation logic.
  • Understanding that changes to automation rules may affect newly created work differently from existing tickets.
• Experience working in an IT infrastructure, Technical Operations, SRE, platform, or production operations environment.
• Understanding of:
  • Incident management and incident response.
  • Postmortems and follow-up action items.
  • On‑call or operational support processes.
  • Observability concepts, including metrics, logging, and alerting.
  • Patch and operational change processes.
• Experience coordinating work across multiple technical functions such as platform, infrastructure, networking, data, TechOps, and security.
• Strong ability to interact with, influence, and align stakeholders at different organizational levels and drive consensus.
• Demonstrated experience with strategic planning, facilitation, and presenting information to leadership.
• Experience with Jira, Confluence, Google Workspace, and flowcharting/collaboration tools such as Miro, Visio, or Lucidchart.
• Must be based in Mexico and able to work primarily during Eastern Time business hours.
• Comfortable receiving occasional after‑hours communications related to operational incidents.

Strongly Preferred

• Experience leading process improvements, rather than solely maintaining established processes.
• Familiarity with the setup or use of AI agents within workflow or collaboration platforms, such as Atlassian Rovo or comparable tools.
• Experience supporting multiple products, platforms, or technical environments concurrently rather than working exclusively within a single application or team.
• Understanding of release and launch management in environments with significant infrastructure and operational dependencies.

Nice to Have

• Experience in the video game industry, game production, or technology supporting game development.
• Familiarity with both single-player and multiplayer game infrastructure.
• Experience supporting infrastructure or operational needs across multiple game titles or studios.
• Knowledge of SDK-related development or delivery environments.
• Familiarity with ITIL principles or practices.
• Bachelor’s degree (BA/BS) in a relevant field.
• Relevant certifications such as:
  • CSPO – Certified Scrum Product Owner
  • CSM – Certified ScrumMaster
  • PMP – Project Management Professional
  • SAFe certification

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