Technical Project Manager - Production Support (ITSM - AI, Teradata, GCP)

Overview

Technical Project Manager - Production Support (ITSM – AI, Teradata, GCP)

Location : Alpharetta OR NJ, 3-4 days a week.

About the Role

We are seeking a skilled Production Support Project Manager (ITSM) with expertise in AI, Teradata, and Google Cloud Platform (GCP) . In this role, you will manage Support Tickets, requests, production stability, lead incident resolution, drive root cause analysis, and oversee defect and backlog management. You will ensure systems meet SLAs and KPIs , manage priority business requests , and deliver continuous process improvements across mission-critical data and AI environments.

Key Responsibilities

• Lead incident management , including triage, escalation, and resolution.
• Drive Root Cause Analysis (RCA) and ensure permanent fixes for recurring issues.
• Manage and prioritize the defect backlog and working priority requests (WPRs).
• Track and report on SLAs and KPIs for production support.
• Coordinate troubleshooting across AI pipelines, Teradata queries, and GCP services.
• Maintain accurate Process Improvements, Documentation : RCAs, runbooks, SOPs, and knowledge base updates.
• Implement process improvements and automation to reduce incidents and improve response.
• Communicate effectively with stakeholders, leadership, and technical teams during critical events.

Required Skills

Qualifications

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