| Location | Bellevue, WA |
Role: Technical Project Manager (TPM)
Location: Bellevue, WA
Key Requirements:
Strong experience in Agentic Solutioning
Hands-on technical expertise (mandatory)
Proven production support experience
Overview:
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 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 (UST) 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