Job Description

Technical Project And Incident Manager

As a Technical Project and Incident Manager, you will be responsible for the successful delivery of software development initiatives and the coordinated management of production incidents within a SaaS environment. This role serves as a central execution and coordination function, ensuring that development projects are delivered predictably while operational incidents are handled with rigor, transparency, and speed.

You will work closely with Engineering, Product Management, Support, Operations, and external stakeholders to manage timelines, dependencies, risks, and communications across both planned development work and unplanned incidents. This role emphasizes execution excellence, operational stability, and continuous improvement rather than product ownership or people management.

What you'll be doing...

• Technical Project Management: Plans, coordinates, and drives the delivery of software development projects, including platform enhancements, integrations, infrastructure initiatives, and client-driven commitments. Ensures scope, timelines, dependencies, and risks are clearly understood and actively managed.
• Cross-Functional Delivery Coordination: Acts as the primary point of coordination across Engineering, Product, QA, Support, and Operations to align execution plans, manage inter-team dependencies, and ensure timely delivery of committed outcomes.
• Incident Management & Escalation: Leads or facilitates the management of production incidents, service disruptions, and critical escalations. Coordinates rapid response, ensures clear ownership, drives resolution, and maintains effective communication with internal teams and stakeholders throughout the incident lifecycle.
• Incident Communication & Reporting: Owns incident communications, including status updates, executive summaries, and post-incident reviews. Ensures communications are timely, accurate, and appropriate for both technical and non-technical audiences.
• Post-Incident Review & Continuous Improvement: Facilitates post-incident reviews (PIRs), ensures root cause analysis is completed, and drives follow-up actions to prevent recurrence. Partners with Engineering and Operations to improve reliability, tooling, and processes.
• Planning, Tracking & Reporting: Develops and maintains project plans, delivery milestones, risk registers, and status reporting. Provides clear, concise updates to leadership and stakeholders on progress, risks, and mitigation strategies.
• Process & Operational Rigor: Contributes to the definition and improvement of delivery and incident management processes, including playbooks, runbooks, escalation paths, and governance standards.
• Agile & Delivery Support: Supports Agile delivery teams by facilitating planning, coordination, and execution activities as needed (e.g., sprint planning support, dependency tracking, release coordination), without acting as a Product Owner.
• Stakeholder Management: Serves as a trusted execution partner to Product Management, Engineering leadership, and customer-facing teams, ensuring expectations are aligned and delivery commitments are realistic and transparent.
• Performs other duties as assigned.

What you'll bring to us

• Bachelor's degree in Engineering, Computer Science, Information Systems, Business, or a related quantitative or technical field.
• 3+ years of experience in technical project management, delivery management, or program management within a SaaS or software development environment.
• 3+ years of experience in managing technical incidents, including resolution and client communications related to the incident within a SaaS or software development environment.
• Demonstrated experience managing software development projects across multiple teams and disciplines.
• Hands-on experience coordinating or leading production incident management, escalations, or operational issue resolution.

Passionate people. Loyal clients. Leading solutions.

With a rich culture of creative collaboration and professional growth, IDeaS' team members build successful careers with us.

IDeaS is proud to be a global powerhouse of innovation and excellence; challenge and reward. No matter where we're working, our teams come together to create leading revenue management solutions that accelerate our clients' growth through revenue optimization.

We Support Who You Are

As a global company, we strive to create an inclusive environment where diverse perspectives spark innovation and meet the challenges of an evolving world. Whether you're launching a new career or expanding your current one, IDeaS is a company where you can balance great work with all other aspects of your life.

At IDeaS, we also aspire to live our values each day by being Accountable, Curious, Passionate and Authentic. And we continue our quest to build a more inclusive environment that attracts, represents and provides a place for diverse ideas, unique perspectives, and authentic voices.

Additional Information:

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.

SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to any characteristic protected by law. Read more: Know Your Rights.

Equivalent combination of education, training, and relevant experience may be considered in place of the education requirement stated above.

Resumes may be considered in the order they are received.

IDeaS/SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, IDeaS/SAS may obtain nationality or citizenship information from applicants for employment.

IDeaS/SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

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