Technical Project Manager – Tier 3 Production Support

BrickRed Systems; Bellevue (WA); On-site; USD 120,000 - 180,000; Full time

Job summary

BrickRed Systems seeks a Technical Project Manager (TPM) to lead Tier 3 production support for a Backend-for-Frontend (BFF) platform. The role blends technical leadership, incident management, and multi-vendor coordination to sustain production excellence.

You will drive automation initiatives, manage cross‑functional teams, and deliver data‑driven updates on production health and capacity. The position requires strong ops discipline and stakeholder communication.

Qualifications

• Hands-on technical expertise with APIs, microservices, production environments.
• Tier 3 production support and complex incident resolution experience.
• Experience with Splunk, log analysis, monitoring, and diagnostics.
• Coordination of multiple engineering teams and external vendors.
• Understanding of SLA, MTTR, RCA, PIR, and DORA metrics.

Responsibilities

• Own the Tier 3 escalation process and final resolution for complex issues.
• Lead P1/P2 incident war rooms and cross-functional bridges.
• Perform API triage and troubleshooting across BFF and downstream services.
• Drive RCA and Post-Incident Reviews; ensure corrective actions close.
• Maintain Splunk dashboards for API health, latency, and errors.
• Coordinate production support across pods and vendors.
• Establish governance: standups, reviews, escalation protocols.
• Drive on-call planning, change control, and SLA adherence.
• Mentor production support teams and manage resource allocation.
• Track vendor performance metrics (MTTR, recurrence, quality).
• Support capacity planning and handoffs between platform engineering and vendors.

Skills

Agentic Solutioning

Technical Product Expertise

Production Support

Incident Management

API troubleshooting

Agile methodologies

Vendor coordination

Distributed teams

Tools

Splunk

Job description

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.