Note: The job is a remote job and is open to candidates in USA. Elevate Digital is seeking a Technical Project/Product Manager for a 2-3 month contract position. The role involves leading incident response in live production environments, facilitating root cause analysis, and driving process improvement initiatives within a product or SaaS organization.
Responsibilities
- 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
- 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)
- Experience in healthcare IT or regulated software environments (HIPAA, FDA, SOC 2)
- 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)
Skills
- 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
- 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)
- 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)
- ITIL v4, PMP, or equivalent certification
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