Highlights
Our client provider of digital technology and transformation, information technology and services Position: Manager I - Production Support Location: Bellevue WA Duration: 6 Months Job Type: Temporary Assignment Work Type: Onsite Job Description: We are looking for a Technical Project Manager (TPM) to lead the Tier 3 Production Support function for the T-Life BFF (Backend for Frontend) platform. Overview: TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide.
Numbers & Facts
| Location | Bellevue, WA |
| Industry | Computer/IT Services |
| Salary | $65.14 |
| Company Size | 100 to 499 employees |
| Year Founded | 2009 |
| Website | http://www.tekwissen.com/ |
Description
Overview:
TekWissen is a global workforce management provider headquartered in Ann Arbor, Michigan that offers strategic talent solutions to our clients world-wide. Our client provider of digital technology and transformation, information technology and services
Position: Manager I - Production Support
Location: Bellevue WA
Duration: 6 Months
Job Type: Temporary Assignment
Work Type: Onsite
Job Description:
- We are looking for a Technical Project Manager (TPM) to lead the Tier 3 Production Support function for the T-Life BFF (Backend for Frontend) platform .
- This is a high-visibility, high-impact role at the intersection of production operations, multi-vendor coordination, and engineering excellence.
Key Requirements:
- Strong experience in Agentic Solutioning
- Hands-on technical expertise (mandatory)
- Proven production support experience
Key Responsibilities
- Tier 3 Production Support Ownership
- Own the Tier 3 escalation process for T-Life BFF platform serve as the final point of resolution for complex production issues
- Lead war rooms and incident bridges for P1/P2 incidents, driving cross-team coordination until resolution
- Perform hands-on API triage using Splunk analyze logs, trace request flows, identify root cause across BFF and downstream microservices
- Drive blameless post-incident reviews (PIRs) and ensure corrective actions are tracked to closure
- Maintain and enforce SLA compliance for incident response and resolution times
- Build and maintain Splunk dashboards for real-time API health monitoring, error rate tracking, and latency analysis Multi-Vendor Program Coordination
- Coordinate production support activities across 5 development pods managed by external vendor(s)
- Establish and run cross-vendor governance cadences daily standups, weekly syncs, escalation protocols
- Drive accountability for production fix timelines when dev resources are not under direct management
- Manage dependencies and handoffs between platform engineering (Client) and development vendor teams
- Facilitate conflict resolution between vendors during production incidents without finger-pointing
- Track and report vendor performance metrics MTTR, incident recurrence, fix quality Stakeholder & Product Management
- Partner with Product team to balance production stability needs against feature delivery timelines
- Negotiate realistic timelines when product requirements conflict with available engineering capacity
- Provide transparent, data-backed status updates to T-Life leadership on production health and risks
- Implement capacity allocation models (production support vs. feature work) and make trade-offs visible to stakeholders
- Shield engineering teams from scope creep and unrealistic mid-sprint additions through structured change control Operational Excellence & Continuous Improvement
- Identify recurring production issues and drive systemic fixes break the cycle of repeated hotfixes
- Champion automation initiatives to reduce manual toil in incident response and triage
- Establish and track DORA metrics, incident trends, and team health indicators Implement on-call rotation and workload management practices to prevent team burnout during 24/7 operations
- Drive adoption of best practices canary deployments, feature flags, pre-prod validation gates to reduce deployment-related incidents
TekWissen Group is an equal opportunity employer supporting workforce diversity.
About Company
WE THE TEKWISSEN PEOPLE
TekWissen offers you a broader portfolio of services, industry-leading solutions, and the meaningful innovations that give you greater flexibility and speed to respond to market dynamics, reduced costs and risk to improve enterprise performance, and increased productivity to enable growth.
To keep pace with global market demands, TekWissen keeps its finger on the pulse of change. Our organized approach to guiding a project from its inception to closure. Managing projects is becoming more and more important as we enter the digital era. To cope with the pace that this transition demands, a method is required to manage projects so they can yield quality work, while incorporating efficient use of time and resources.
Project involves identifying which quality standards are relevant to the project and determining how to satisfy them.
It is important to perform quality planning during the Planning Process and should be done alongside the other project planning processes because changes in the quality will likely require changes in the other planning processes, or the desired product quality may require a detailed risk analysis of an identified problem. It is important to remember that quality should be planned, designed, then built in, not added on after the fact.
Capabilities and accomplishments in one TekWissen business enhance the opportunity for success in the others. Put simply, TekWissen's unique combination of attributes promotes success.Similar Jobs
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