Technical Program Manager Job In Mountain View, California, Iconma, Llc

Technical Program Manager Job In Mountain View, California, Iconma, Llc

Details + Details -

  • Job type: Full time
  • Contract type: Permanent
  • Salary type: Per annum
  • Occupation: Technical program manager

Location + Location -

  • Country: United States
  • Region: California
  • City: Mountain View
  • Address: Mountain View, California

Description + Description -

Work with subject matter experts (SMEs) to identify relevant gaps in enforcement capabilities and/or process and identify gaps in content. Use a suite of internal tools to track state, draft working notes, and publish communication and content. Create and refine high-quality instructional process documentation. Model data and drive data quality improvements to create quantitative models including operational, and statistical models of escalation trends and insights Collect and analyze data to draw insight and identify strategic solutions Work with subject matter experts (SMEs) to identify relevant gaps in enforcement capabilities and/or process and identify gaps in content. Use a suite of internal tools to track state, draft working notes, and publish communication and content. Create and refine high-quality instructional process documentation. Model data and drive data quality improvements to create quantitative models including operational, and statistical models of escalation trends and insights Collect and analyze data to draw insight and identify strategic solutions   Requirements Strong critical thinking and analysis. Familiarity with Incident Management / Triaging best practices. Strong communication and organizational skills. Project management skills. Customer service. We're looking for a Technical Program Manager to monitor, identify and triage incidents/escalations on front line channels. Provide the necessary follow up, and garner support to program management incidents to completion. The work will range from smaller, manageable escalations to larger incidents that will require timely involvement and coordination to ensure remediation is in place. The ideal candidate excels at handling multiple projects, is highly organized, and exhibits excellent written and verbal communication skills. The candidate would be expected to leverage metrics to drive insights to inform our stakeholders of potential escalation trends, emerging risks, and opportunities for improvement. 4-year bachelor's degree. 3-5 years of relevant experience.   Desired Experience: Incident Management, Emergency Responder, or a similar subject. 5+ years of working experience in technology, risk management or escalation management. Proficient with SQL, Tableau, HTML, CSS, Client sense, etc. Proficiency with HTML and CSS, and either JavaScript or Python. Familiarity with programming best practices. Strong writing and editing skills. Ability to write according to our internal style guide.   As an equal opportunity employer, ICONMA prides itself on creating an employment environment that supports and encourages the abilities of all persons regardless of race, color, gender, age, sexual orientation, citizenship, or disability.  

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