Project Manager - Technical

Position: Technical Project Manager Contractor, BSSE Defect & FFA Support

Location: 100% Remote

Duration: 12+ Months

180405

Pay Range: $55/hr to $58/hr

Technical Project Manager Contractor, BSSE Defect & FFA Support

About the Role

We are seeking a highly motivated and detail-oriented Technical Project Manager contractor to join our BSSE team supporting Fiber and Wireless launch readiness, FFA testing, and post-production support.

The primary focus of this role is defect identification, triage, war-room coordination, and resolution support across both pre-launch FFA testing and post-production customer experiences. This individual will help identify issues, ensure defects are clearly documented and prioritized, coordinate cross-functional triage, and drive visibility, ownership, and accountability through resolution.

The role will support the full defect lifecycle, from issues identified during First Field Application (FFA) testing through defects and customer-impacting issues discovered after capabilities are launched into production. The individual will also help translate complex technical issues into clear customer and business impacts, ensuring risks, blockers, owners, and mitigation plans are understood by both working teams and leadership.

The ideal candidate is comfortable working in a fast-paced, cross-functional environment where issues require rapid investigation, strong follow-through, clear communication, and coordination across business and technology teams.

Key Responsibilities

1. Defect Identification, Documentation & Management

Proactively identify and manage defects across FFA testing and post-production customer experiences. Ensure defects contain clear problem statements, reproduction details, supporting evidence, severity, ownership, and concise customer/business impact statements that enable teams to quickly understand and act on the issue.

2. Defect Triage & Resolution Coordination

Lead and support recurring defect triage across pre-launch and post-launch issues. Partner with business, development, QA, operations, and technical teams to validate issues, establish priority and ownership, track actions and dependencies, remove blockers, and drive defects toward resolution.

3. War-Room & Critical Issue Support

Provide hands-on coordination during war rooms and critical issue investigations, including production issues affecting live customer experiences. Organize facts, maintain action and owner tracking, coordinate cross-functional follow-up, and ensure unresolved risks and blockers receive appropriate escalation and leadership visibility.

4. Post-Production Launch & Customer Issue Support

Support defects and customer-experience issues that emerge after capabilities are launched into production. Help assess customer and business impact, identify patterns and emerging risks, coordinate investigations, track mitigation plans, and drive issues through resolution. Incorporate production learnings back into future testing and launch-readiness activities.

5. Customer & Business Impact Assessment

Translate complex technical defects into clear, non-technical descriptions of the customer experience and business impact. Help teams and leadership understand whether issues represent launch, migration, production stability, or customer-experience risks and what actions are required to mitigate them.

6. FFA Test Execution & Issue Discovery

Coordinate Fiber and Wireless FFA testing activities with a strong focus on identifying customer-impacting defects before broader customer exposure. Guide FFA testers through test execution, issue documentation, evidence collection, and escalation.

7. Defect, Production & Readiness Reporting

Prepare clear, leadership-level reporting summarizing defect status, critical production issues, aging, customer impacts, blockers, risks, mitigation plans, and resolution progress. Clearly identify items requiring leadership attention, escalation, or additional cross-functional action.

8. Cross-Functional Coordination

Partner across business, product, technology, QA, operations, analytics, and FFA teams to establish clear ownership and maintain momentum on unresolved defects, customer-experience issues, and readiness risks.

9. Test Planning & Test Case Management

Support the development and maintenance of FFA test cases and scripts aligned with business requirements, customer journeys, new capabilities, and known areas of risk. Ensure lessons learned from FFA and production defects are incorporated into future validation activities.

10. Continuous Improvement

Identify recurring gaps and trends across defect identification, triage, FFA testing, production support, and escalation processes. Recommend improvements that increase early defect detection, accountability, speed to resolution, and overall customer experience quality.

Qualifications

• Proven experience in defect management, technical project/program management, QA, testing, production support, or launch readiness, preferably within technology or telecommunications.
• Demonstrated experience leading or supporting defect triage and driving issues across multiple business and technical teams through resolution.
• Experience supporting war rooms, critical issue management, production incidents, or high-priority technical escalations.
• Demonstrated experience managing defects across both pre-production testing and post-production environments, including customer-impacting issues, mitigation tracking, and resolution coordination.
• Strong ability to organize ambiguous or complex issues into clear problem statements, customer/business impacts, owners, actions, dependencies, and next steps.
• Experience with defect tracking and work-management platforms such as Jira, Azure DevOps, or similar tools.
• Strong analytical and organizational skills with the ability to identify trends, dependencies, risks, and recurring issues across a large defect portfolio.
• Excellent written and verbal communication skills, including the ability to translate technical issues into concise, non-technical language for business and leadership audiences.
• Strong attention to detail, ownership, and follow-through, with the ability to manage multiple defects, priorities, owners, and deadlines simultaneously.
• Experience coordinating user acceptance, usability, FFA, or end-to-end customer journey testing.
• Experience working effectively across business, product, engineering, QA, operations, and leadership teams.
• Telecommunications, large-scale transformation, platform migration, or customer-experience testing experience is a plus.

Defect Triage & Customer Experience Validation: Strong QA/UAT analysts who can execute end-to-end customer scenarios, reproduce and document issues, triage defects, and perform regression validation across complex customer journeys.

Top 5 Must-Have Skills

1. Defect Management & Triage - Proven ability to identify, document, prioritize, triage, and drive defects through resolution across both pre-production testing and post-production environments.

2. War-Room & Critical Issue Coordination - Experience supporting high-priority customer-impacting issues, coordinating cross-functional teams, tracking owners/actions, removing blockers, and driving issues toward resolution.

3. Strong Technical & Analytical Problem Solving - Ability to quickly understand complex issues, connect information across multiple teams/systems, identify dependencies and trends, and help determine appropriate next steps.

4. Customer/Business Impact Communication - Strong ability to translate technical defects into clear, concise, non-technical customer and business impact statements for business partners and leadership.

5. Ownership, Organization & Cross-Functional Leadership - Highly organized, proactive, and persistent with strong follow-through; able to manage multiple high-priority issues simultaneously and drive accountability across business, technology, QA, operations, and testing teams.

About PTR Global: PTR Global is a leading provider of information technology and workforce solutions. PTR Global has become one of the largest providers in its industry, with over 5000 professionals providing services across the U.S. and Canada. For more information visit www.ptrglobal.com

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The specific compensation for this position will be determined by several factors, including the scope, complexity, and location of the role, as well as the cost of labor in the market; the skills, education, training, credentials, and experience of the candidate; and other conditions of employment. Our full-time consultants have access to benefits, including medical, dental, vision, and 401K contributions, as well as PTO, sick leave, and other benefits mandated by applicable state or localities where you reside or work.

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