Senior Technical Program Manager, Horizon3

• 5+ years of program or project management experience, with at least 3 years in a technical environment (software development, SaaS, or cybersecurity preferred)
• Bachelor's degree in Computer Science, Engineering, Information Technology, or related field (or equivalent experience)
• Strong facilitation skills for leading incident response as Incident Commander, postmortems, and cross-functional coordination meetings
• Excellent organizational skills with meticulous attention to follow-through on action items and commitments
• Experience building dashboards and tracking systems for engineering or operations metrics (familiarity with tools like Jira, Datadog, PagerDuty, or similar)
• Exceptional communication skills across all levels, especially when working with technical stakeholders and translating between technical and business contexts
• Ability to troubleshoot complex technical issues and make sound decisions under pressure during active incidents
• Experience operating independently in rapid-growth environments with evolving priorities

Desirable

• We're seeking an experienced Technical Program Manager to own and evolve our engineering operations infrastructure
• This role combines hands-on operational leadership with strategic program management, requiring someone who can manage critical support operations while driving high-impact cross-functional initiatives that enhance our engineering organization's effectiveness
• You'll own the operational backbone of our engineering support systems with clear accountability and continuous improvement
• Design and operate the on-call framework: Establish and maintain staffing models, escalation procedures, and notification systems to ensure continuous engineering coverage for critical product issues
• Manage daily operations: Oversee on-call handovers, lead daily standups with assigned personnel, update customer-facing status pages where relevant, facilitate weekly handoff meetings, and ensure smooth transitions between rotations
• Central dispatch function: Act as the coordination hub for support requests and incident response, providing oversight and task prioritization for on-call engineers while adjusting work priorities based on SLA constraints
• Ensure equitable workload distribution: Monitor that low-priority tickets receive attention even when high-severity issues dominate, preventing backlog accumulation
• Serve as Incident Commander for incidents during North American business hours:
• Alert and direct on-call staff during active incidents
• Coordinate real-time response efforts and ensure appropriate resources are engaged
• Update customer-facing status pages (status.horizon3.ai) throughout incidents
• Notify key business stakeholders of incident status and resolution progress
• Drive postmortem excellence: Lead postmortem meetings, lead the development of RCA (Root Cause Analysis) documentation, and most importantly, track and drive completion of follow-up action items to prevent recurring issues
• Cross-functional collaboration: Partner with leaders and contributors across engineering and support organizations to ensure timely resolution of product issues with significant customer and partner impact
• Collaborate with delivery staff, peers, and management to identify and implement program improvements over time
• Enhance quantifiable metrics to assess the effectiveness of on-call. Collaborate to collect and report on these metrics
• Identify routine requests and collaborate with on-call engineers to develop/refine TTPs and playbooks. Identify opportunities for improving technical support self-service capabilities
• Monthly governance: Lead monthly review meetings with key stakeholders to assess program health, review metrics, and identify improvement opportunities
• Visibility and transparency: Maintain dashboards and tracking systems that give engineering leadership clear insight into on-call health, incident trends, support metrics, and SLA performance
• Beyond core operations, you'll program manage 1-2 cross-functional initiatives each quarter aligned with business objectives and engineering priorities
• These may include infrastructure improvements, tooling rollouts, process transformations, or other strategic product engineering efforts
• What Success Looks Like:
• On-call operations run smoothly with 24x5 coverage (progressing to 24x7), minimal escalations, and clear handovers
• Incident response times improve consistently, with high completion rates for postmortem action items
• Metric targets are met consistently, with healthy and appropriately prioritized support backlogs across teams
• Engineering and business stakeholders have clear visibility into operational health through effective dashboards and regular reporting
• On-call engineers have comprehensive playbooks and TTPs that reduce time-to-resolution for common issues
• Quarterly strategic initiatives are delivered on time with strong cross-functional collaboration
• Measurable reduction in recurring incidents and escalations over time
• Collaborative, fast-paced environment requiring both independent work and strong teamwork
• Must be able to respond quickly during critical incidents affecting customers and partners