Technical Project Manager

Summary

Join Elite Technology as a Technical Program Manager (TPM) to lead and coordinate cross-functional projects within our Cloud Operations team. You will oversee the planning, execution, and delivery of complex cloud operations projects, ensuring efficient operations and services. Collaborate with cross-functional teams to maintain robust and agile cloud services. Apply IT Service Management (ITSM) processes for continuous service improvement and operational excellence. Develop, implement, and manage operational processes for consistency, efficiency, and quality. Track key operational metrics and generate reports to identify operational gaps and improvement opportunities. This role requires strong leadership, communication, and problem-solving skills in a fast-paced environment.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related technical field
• 5+ years of experience managing technical programs in a cloud operations or related environment
• Demonstrated experience working with cross-functional teams (Engineering, DevOps, Product, Support, and Services) and implementing ITSM/ITIL processes
• Strong understanding of cloud computing concepts (IaaS, PaaS, SaaS) and modern cloud platforms
• Familiarity with agile project management methodologies, automation tools, and monitoring systems
• Experience with ITSM frameworks, including incident, change, and problem management
• Exceptional communication, leadership, and problem-solving abilities
• Ability to manage multiple priorities in a fast-paced, dynamic environment
• A collaborative mindset with a focus on continuous improvement and innovation
• Proficiency in English at a B2+ level or higher (CEFR), with the ability to communicate effectively in both written and spoken formats

Responsibilities

• Lead major incident response efforts, ensuring quick triage, escalation, resolution, and communication
• Coordinate with SRE, DevOps, Cloud Engineering, and Support teams to restore impacted services
• Drive root cause analysis (RCA) and corrective action implementation to prevent recurrence
• Oversee multiple cloud operations projects concurrently from inception to completion, ensuring timely delivery and adherence to quality standards
• Plan and execute strategic and cross-functional cloud initiatives, ensuring alignment with business and engineering objectives
• Develop, implement, and manage operational processes to ensure consistency, efficiency, and quality in cloud operations
• Identify areas for process improvement and lead initiatives to optimize workflows, reduce operational costs, and enhance service delivery
• Collaborate with Engineering, DevOps, Product, Support, and Services teams to deliver operational improvements
• Implement and continuously refine ITSM frameworks (such as ITIL) to support proactive incident resolution, effective change management, and seamless service requests
• Establish robust incident management processes, including rapid detection, response, root cause analysis, and post-mortem reviews
• Drive continuous improvements based on incident learnings and performance metrics
• Develop and track key operational metrics (SLAs, SLOs, KPIs) for continuous improvement
• Track and analyze incident trends, Mean Time to Resolution (MTTR), and system performance
• Generate weekly and monthly reports to identify operational gaps and improvement opportunities
• Organize incident simulation drills and response exercises to improve team readiness
• Perform other duties as assigned to support the overall goals and objectives of the department/company

Benefits

• PTO
• 2 Elite Mental Health Days per year
• Annual Incentive Plan
• 14 Paid Costa Rica Holidays
• Comprehensive medical, dental, and vision benefits
• Life Insurance