Overview
On Site
Depends on Experience
Accepts corp to corp applications
Contract - W2
Skills
AI
Teradata
Google Cloud Platform (GCP)
Job Details
Technical Project Manager - Production Support (ITSM AI, Teradata, Google Cloud Platform) Location: [Alpharetta OR NJ] In office 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 (Google Cloud Platform). 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
About the Role
We are seeking a skilled Production Support Project Manager (ITSM) with expertise in AI, Teradata, and Google Cloud Platform (Google Cloud Platform). 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 Google Cloud Platform 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.
- Strong knowledge of AI/ML pipelines, Teradata (SQL optimization, data warehouse performance), and Google Cloud Platform services (BigQuery, AI Platform, Pub/Sub, Dataflow).
- Proven experience in incident, problem, and change management (ITIL framework).
- Expertise in defect backlog management, SLA enforcement, and KPI reporting.
- Excellent troubleshooting, problem-solving, and stakeholder management skills.
- High degree of adaptability to fast-changing, high-pressure environments.
- Bachelor s or Master s in Computer Science, Information Systems, or related field.
- 7+ years in IT project or production support management, with 3+ years in AI, data, or cloud operations.
- Preferred certifications: PMP/PRINCE2, ITIL, Agile/Scrum, Google Cloud Platform Professional Cloud Architect/Data Engineer, Teradata Certification
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