Technical Program Manager, Data & Analytics

A Day in the Life:

The Technical Program Manager, Data & Analytics will provide overall technical leadership for the support, maintenance and operations of our Data & Analytic and MFT(Manage File Transfer) platforms and applications.  The ideal candidate is a production support specialist that has extensive experience managing outsourced service providers to enable incident management, troubleshooting, bug fixing, patching, monitoring and alerting. Partners closely with Engineering and Application Development leaders for effective hand-over during the development and deployment lifecycle, as well as partnering with other leaders within Technology to ensure smooth resolution of incidents.  Responsible for end-to-end production support across data platforms, business intelligence and analytic applications.

What you will do:

• Provide technical support for Data Platforms, BI Platforms, Analytics and MFT Applications
• Incident Management – minimize service disruption by driving timely resolution of incidents
• Problem Management – ensure a proactive stance to post-incident review and follow-up
• Change Management – expedite change requests to ensure service availability
• Serve as central intake coordinator across multiple concurrent workstreams - triage, assign, track, and ensure formal handoff to production support
• Coordinate large-scale migration efforts including planning, go-live execution, vendor communications, and maintenance of team documentation and runbooks
• Lead troubleshooting, bug fixing, patching and implementation of minor enhancements
• Develop and implement appropriate monitoring and alerting capabilities across platforms
• Lead and manage multiple outsourced service providers to deliver on Production Support goals and objectives across the Data & Analytics portfolio
• Manage vendors to take appropriate measures for controlling cost, reducing potential risks related to vendors, ensuring excellent service deliverability and deriving value from vendors in the long-run
• Arrange, assign, adjust and monitor shifts to have apt coverage
• Collaborate with Engineering and Application Development teams on production support hand-overs
• Coordinate with teams across Product & Technology including platform engineering, service incident management, security and engineering
• Report promptly to management and business partners regarding critical outages until resolution
• Communicate effectively with different levels of leadership within the organization
• Write and review high-quality technical documentation, including run-books
• Provide regular status reports to management on application status and other service metrics
• Develop reporting to analyze and optimize production support effort, costs and productivity
• Support audit process in user management, access management, and security related activities
• Ensure all processes and procedures follow organization standards
• Monitor project risks proactively identify potential bottlenecks and trigger early intervention protocols before critical impacts occur.
• Encourage and maintain a “best practice sharing culture”, always striving to find ways to improve service and deliver value to the business
• Develop innovative, cost-saving process improvements to manage production support across the portfolio

What We're Looking For:

• Minimum 10 years of experience leading teams in data engineering, application development or production support
• At least 5 years of experience as production support specialist
• At least 4 years of experience using Agile Methodology preferred
• PMP or Scrum Master certification preferred; experience with Jira, enterprise change management (CAB), and AI-assisted productivity tools a plus
• Minimum 5 years of experience with Data/BI/Analytic platforms such as Databricks, Kafka, , MFT(Manage File Transfer), Sterling, Tableau, Cognos or similar data & analytic platforms
• Advanced working knowledge of data engineering, data warehousing, business intelligence, AWS preferred
• Bachelor's degree in Engineering, Computer Science or a related field preferred
• Ability to manage remote distributed teams with 24/7 onshore/offshore team coverage
• Excellent communication (verbal and written) skills and ability to effectively collaborate with both business and technical teams
• Problem solving skills, project management skills, attention to detail, and exceptional organizational skills
• Ability to deal with ambiguity and competing objectives in a fast-paced environment
• Flexibility in scheduling which may include nights, weekends and holidays

The starting salary is$135,000 with annual bonus and profit-sharing eligibility. The actual salary will be determined based on years of relevant work experience

What You’ll Get:

• Paid Time Off
• Medical, Dental & Vision plan options
• Retirement programs, including 401(k) employer matching
• Paid Parental Leave & Adoption Assistance
• Employee Assistance Program for employees & family
• Educational Reimbursement & Discounts
• Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
• Perks & Discounts –Theme Park Tickets, Gym Discounts & more