Technical Program Manager - Remote

Overview

Elite Technology is a leading, independent technology company that helps law firms drive profitability through improved operational effectiveness, increased efficiency, and greater visibility across their business. Our cutting-edge digital financial management and business operations solutions drive success for firms around the globe by improving finance and accounting operations, including billing, invoicing, payments, and financial reporting. By bringing together data, insights, and tools, we enable law firm leaders to make informed business decisions to build and manage their businesses more effectively and efficiently.

In Short

• Oversee multiple cloud operations projects concurrently from inception to completion, ensuring timely delivery and adherence to quality standards.
• Plan and execute strategic and cross-functional cloud initiatives, ensuring alignment with business and engineering objectives.
• Develop, implement, and manage operational processes to ensure consistency, efficiency, and quality in cloud operations.
• Identify areas for process improvement and lead initiatives to optimize workflows, reduce operational costs, and enhance service delivery.
• Collaborate with Engineering, DevOps, Product, Support, and Services teams to deliver operational improvements.
• Implement and continuously refine ITSM frameworks (such as ITIL) to support proactive incident resolution, effective change management, and seamless service requests.
• Establish robust incident management processes, including rapid detection, response, root cause analysis, and post-mortem reviews.
• Drive continuous improvements based on incident learnings and performance metrics.
• Develop and track key operational metrics (SLAs, SLOs, KPIs) for continuous improvement.

Requirements

• Bachelor’s degree in Computer Science, Engineering, or a related technical field.
• 5+ years of proven track record managing technical programs in a cloud operations or related environment.
• Demonstrated experience working with cross-functional teams (Engineering, DevOps, Product, Support, and Services) and implementing ITSM/ITIL processes.
• Strong understanding of cloud computing concepts (IaaS, PaaS, SaaS) and modern cloud platforms.
• Familiarity with agile project management methodologies, automation tools, and monitoring systems.
• Experience with ITSM frameworks, including incident, change, and problem management.
• Fluency in English with excellent verbal and written communication skills.
• Exceptional communication, leadership, and problem-solving abilities.
• Ability to manage multiple priorities in a fast-paced, dynamic environment.
• A collaborative mindset with a focus on continuous improvement and innovation.

Benefits

• 100% remote work, with the ability to go to a WeWork in Escazú
• PTO
• 2 Elite Mental Health Days per year
• Annual Incentive Plan
• 14 Paid Costa Rica Holidays
• Comprehensive medical, dental, and vision benefits
• Life Insurance