Job description
Elite Technology is a leading, independent technology company that helps law firms drive profitability through improved operational effectiveness, increased efficiency, and greater visibility across their business. Our cutting-edge digital financial management and business operations solutions drive success for firms around the globe by improving finance and accounting operations, including billing, invoicing, payments, and financial reporting. By bringing together data, insights, and tools, we enable law firm leaders to make informed business decisions to build and manage their businesses more effectively and efficiently.
Job Description:
We are seeking a Technical Program Manager (TPM) to drive and coordinate cross-functional projects within our Cloud Operations team. In this role, you will be responsible for overseeing the planning, execution, and delivery of complex cloud operations projects to help increase efficiency of our operations and services. You will work closely with cross functional teams to ensure our cloud services remain robust and agile while seamlessly integrating efforts across various teams. Additionally, you will be responsible for applying IT Service Management (ITSM) processes to drive continuous improvement in service delivery and operational excellence.
What You’ll Do:
Incident Response & Resolution:
Lead major incident response efforts, ensuring quick triage, escalation, resolution, and communication.
Coordinate with SRE, DevOps, Cloud Engineering, and Support teams to restore impacted services.
Drive root cause analysis (RCA) and corrective action implementation to prevent recurrence.
Project Management:
Oversee multiple cloud operations projects concurrently from inception to completion, ensuring timely delivery and adherence to quality standards.
Plan and execute strategic and cross-functional cloud initiatives, ensuring alignment with business and engineering objectives.
P rocess Management & Optimization:
Develop, implement, and manage operational processes to ensure consistency, efficiency, and quality in cloud operations.
Identify areas for process improvement and lead initiatives to optimize workflows, reduce operational costs, and enhance service delivery.
Cross-Functional Collaboration:Collaborate with Engineering, DevOps, Product, Support, and Services teams to deliver operational improvements.
ITSM Process Integration:
Implement and continuously refine ITSM frameworks (such as ITIL) to support proactive incident resolution, effective change management, and seamless service requests.
Establish robust incident management processes, including rapid detection, response, root cause analysis, and post-mortem reviews.
Drive continuous improvements based on incident learnings and performance metrics.
Monitoring, Reporting & Data Analysis:
Develop and track key operational metrics (SLAs, SLOs, KPIs) for continuous improvement.
Track and analyze incident trends, Mean Time to Resolution (MTTR), and system performance.
Generate weekly and monthly reports to identify operational gaps and improvement opportunities.
Organize incident simulation drills and response exercises to improve team readiness.
Perform other duties as assigned to support the overall goals and objectives of the department/company.
What You’ll Need:
- Bachelor’s degree in Computer Science, Engineering, or a related technical field.
- 5+ years of experience managing technical programs in a cloud operations or related environment.
- Demonstrated experience working with cross-functional teams (Engineering, DevOps, Product, Support, and Services) and implementing ITSM/ITIL processes.
- Strong understanding of cloud computing concepts (IaaS, PaaS, SaaS) and modern cloud platforms.
- Familiarity with agile project management methodologies, automation tools, and monitoring systems.
- Experience with ITSM frameworks, including incident, change, and problem management.
- Exceptional communication, leadership, and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced, dynamic environment.
- A collaborative mindset with a focus on continuous improvement and innovation.
- Proficiency in English at a B2+ level or higher (CEFR), with the ability to communicate effectively in both written and spoken formats
Benefits:
- PTO
- 2 Elite Mental Health Days per year
- Annual Incentive Plan
- 14 Paid Costa Rica Holidays
- Comprehensive medical, dental, and vision benefits
- Life Insurance
Please note that we do not offer sponsorship for this position.
Additional Information
At Elite Technology, we embrace an employee-centric, flexible work model that empowers you to do your best work in the environment that suits you. However, we also recognize the importance of in-person collaboration for key moments that truly matter.
In our flexible remote approach, you have the freedom to choose a workspace within your home country that best fits your needs. Our corporate offices are located in New York City, Los Angeles, Costa Rica, and the Philippines, providing additional options for those who prefer or need a hybrid work environment.
Our diverse global team spans the U.S., Canada, U.K., Costa Rica, the Philippines, and Australia. Please note that at this time, we are unable to hire employees located in Quebec or Ontario Provinces, Alaska, Hawaii, Puerto Rico, Louisiana, and Oklahoma .
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. We are proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also provide reasonable accommodation for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
We are not accepting applications submitted through recruiting agencies.
