Production Support Project Manager-Contract Role

Union Tank Car Company & Procor

As a part of the global industrial organization Marmon Holdings—which is backed by Berkshire Hathaway—you’ll be doing things that matter, leading at every level, and winning a better way. We’re committed to making a positive impact on the world, providing you with diverse learning and working opportunities, and fostering a culture where everyone’s empowered to be their best.

Contractor Position
Title:  Production Support Project Manager                                                

Date: Jun 2026
Reports To: Director, Digital Transformation
Business Unit: Information Technology
Department: Digital Transformation

POSITION SUMMARY:

The Production Support Project Manager is responsible for establishing and managing the end-to-end support model across multiple platforms, ensuring effective coordination of defects, enhancements, and continuous improvement initiatives. This role operates at the intersection of operations, delivery, and governance, driving prioritization, cross-team execution, and stakeholder alignment to maintain system stability while enabling ongoing business value.

Key Responsibilities:

1. Production Support Governance & Operating Model

• Define and implement the production support framework, including workflows, roles/responsibilities, and ways of working
• Establish defect and enhancement intake, triage, prioritization, and tracking processes
• Drive consistency across multiple platforms, and support teams

2. Defect Management & Resolution Coordination

• Own the end-to-end defect lifecycle
• Coordinate across functional, technical, and vendor teams to ensure timely resolution
• Monitor defect backlogs, aging, severity, and trends; escalate as needed
• Facilitate root cause analysis and drive preventive actions

3. Enhancement Backlog & Continuous Improvement

• Manage a centralized enhancement backlog across platforms and business areas in partnership with the PMO
• Facilitate prioritization with business stakeholders based on value, risk, and capacity
• Ensure enhancements are clearly defined, sized, and aligned to roadmap/release planning
• Balance run vs. change (production stability vs. innovation)

4. Cross-Team Coordination & Delivery Management

• Act as the central orchestrator across: Business stakeholders, IT delivery teams, Vendors / ISVs, Support teams (L1/L2/L3)
• Manage dependencies across multiple systems and workstreams
• Ensure alignment on priorities, timelines, and ownership
• Drive issue resolution through structured cadences (triage calls, backlog grooming, status reviews)

5. Release & Change Coordination

• Coordinate delivery of fixes and enhancements into planned releases, working closely with the CAB
• Ensure proper testing, validation, and deployment readiness
• Partner with QA/testing teams to track defect leakage and regression risks

6. Reporting, Metrics & Transparency

• Develop and maintain dashboards and KPIs such as: Defect aging and SLA adherence, Backlog health (defects vs. enhancements), Release throughput and cycle time
• Provide regular updates to leadership on service health, risks, and trends
• Drive data-driven decision-making for prioritization and capacity planning

7. Stakeholder Management & Escalation

• Serve as the primary point of contact for production support status and issue escalation
• Communicate clearly with business and IT stakeholders on impacts, risks, and timelines
• Manage expectations across competing priorities and constraints

Key Success Measures:

• Stabilized production environments with reduced incident recurrence
• High SLA adherence for defect resolution
• Well-managed, prioritized enhancement backlog
• Improved release predictability and quality
• Strong cross-team collaboration and reduced silos

Ideal Profile / Skills:

• Strong project management experience (ERP / multi-system environments preferred)
• Proven ability to manage cross-functional teams
• Experience with tools such as Azure DevOps, JIRA, or similar for backlog and defect tracking, as well as reporting dashboard development
• Deep understanding of steady-state support models
• Excellent organizational, communication, and stakeholder management skills
• Strong analytical and problem-solvin