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Job Summary:
The Staff Technical Program Manager will oversee the coordination, execution, and completion of complex technical projects and programs within the organization. This technical role is responsible for incident, change, and problem management. Additionally, this role will validate and approve all large purchase requests and renewals for production environments worldwide. This role is critical in coordinating cross-functional technical resources, ensuring alignment and correct organizational prioritization, managing RACI definitions and roles, and engaging in product certification audits to ensure compliance with operations processes, documentation, and procedures.
Key Responsibilities:
Incident Management:
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Lead and manage the incident management process to ensure timely resolution of high-impact technical incidents.
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Develop and implement incident management policies, procedures, and best practices.
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Coordinate with cross-functional teams to diagnose, troubleshoot, and resolve incidents.
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Communicate incident status, resolution progress, and root cause analysis to stakeholders and executive leadership.
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Conduct post-incident reviews and ensure continuous improvement in incident management processes.
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Track post-incident remediation items through to completion.
Change Management:
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Develop and maintain change management policies, standards, and procedures, and oversee the change management process to ensure that all changes follow the documented processes.
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Facilitate the Change Review Board (CRB) meetings to ensure all impacted teams properly review and assess all change requests.
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Ensure proper documentation, risk assessment, and communication plans are in place for all changes.
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Monitor and report on the effectiveness of change management processes and identify areas for improvement.
Problem Management:
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Develop and manage the problem management process to prevent incidents and minimize the impact of unavoidable incidents.
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Conduct postmortem reviews for major problems and implement corrective actions.
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Work with technical teams to identify and mitigate potential problems before they affect the production environment.
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Maintain a known error database and ensure the documentation of problem resolutions.
Purchase Request Validation and Approval:
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Validate and approve all large purchase requests and renewals for production environments worldwide.
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Ensure that all procurement activities align with strategic business objectives and technical requirements.
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Collaborate with procurement and finance teams to ensure cost-effective and timely procurement of necessary resources.
Product Certification Audits:
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Engage in product certification audits to ensure compliance with operations processes, documentation, and procedures.
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Collaborate with internal and external auditors to provide necessary documentation and support during audits.
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Implement corrective actions and process improvements based on audit findings and recommendations.
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Maintain up-to-date documentation and records to ensure ongoing compliance with certification requirements.
Qualifications:
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Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field. Master’s degree preferred.
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10+ years of experience in technical program management, including incident, change, and problem management.
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Proven experience in validating and approving large purchase requests and renewals.
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Strong knowledge of ITIL framework and best practices.
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Excellent leadership, communication, and interpersonal skills.
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Ability to work effectively in a fast-paced, dynamic environment.
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Strong problem-solving and decision-making skills.
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Experience with project management tools and software.
Preferred Skills:
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PMP, ITIL, or other relevant certifications.
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Experience in a Director-level role or equivalent in a technology-driven organization.
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Knowledge of Agile methodologies and practices.
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Familiarity with cloud technologies and modern software development practices.
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Experience with product certification audits and compliance processes.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Consistent with Proofpoint values and applicable law, we provide the following information to promote pay transparency and equity. Our compensation reflects the cost of labor across several U.S. geographic markets, and we pay differently based on those defined markets as set out below. Pay within these ranges varies and depends on job-related knowledge, skills, and experience. The actual offer will be based on the individual candidate. The range provided may represent a candidate range and may not reflect the full range for an individual tenured employee. This role may be eligible for variable pay and/or equity. We offer a competitive benefits package that includes flexible time off, a robust well-being program that provides for 4 global wellbeing days per year, and a 3-week work from anywhere option.
Base Pay Ranges:
SF Bay Area, New York City Metro Area:
Base Pay Range: 177,750.00 - 260,700.00 USD
California (excludes SF Bay Area), Colorado, Connecticut, Illinois, Washington DC Metro, Maryland, Massachusetts, New Jersey, Texas, Washington, Virginia, and Alaska:
Base Pay Range: 142,950.00 - 209,660.00 USD
All other cities and states excluding those listed above:
Base Pay Range: 129,750.00 - 190,300.00 USD