Manager I - Production Support

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.