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Horizon3.ai · 2 weeks ago

Senior Technical Program Manager, Engineering Operations

United States

Full-time

Remote

Senior Level

5+ years exp

Horizon3.ai is a fast-growing, remote cybersecurity company dedicated to enabling organizations to proactively find and fix exploitable attack vectors. The Technical Program Manager will own and evolve the engineering operations infrastructure, managing critical support operations and driving cross-functional initiatives to enhance the effectiveness of the engineering organization.

Artificial Intelligence (AI)Cyber SecurityEnterprise SoftwareMachine LearningNetwork Security

Responsibilities

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

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

Lead monthly review meetings with key stakeholders to assess program health, review metrics, and identify improvement opportunities

Maintain dashboards and tracking systems that give engineering leadership clear insight into on-call health, incident trends, support metrics, and SLA performance

Program manage 1-2 cross-functional initiatives each quarter aligned with business objectives and engineering priorities

Qualification

Program managementIncident responseTechnical troubleshootingDashboard creationAgile methodologiesSRE practicesContinuous improvementCommunication skillsOrganizational skillsFacilitation skillsCollaborationTechnical documentation

Required

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