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Production Support/Incident Management Project Manager
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Elevate Digital
Mentor, OH (In Person)
Full-Time
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Job Description
Production Support/Incident Management Project Manager at Elevate Digital Production Support/Incident Management Project Manager at Elevate Digital in Mentor, Ohio Posted in 1 day ago.
Type:
full-timeJob Description:
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.