SUMMARY
The Technical Program Manager owns Armor’s problem-management program and the analytical work that drives down the volume of issues customers experience. This is a program and analysis role, not a day-to-day ticket-resolution role: rather than working individual customer tickets, the Technical Program Manager digs into the data behind them to find the systemic problems that generate recurring work, and drives those to permanent resolution or a transparent, repeatable framework. That work is grounded in understanding how data flows into Armor’s systems—the connectors, APIs, and ingestion pipelines behind platforms such as Microsoft Sentinel and Microsoft Defender—so root causes and data-quality issues can be identified, not guessed. The role partners closely with Engineering, SRE, and support delivery teams and thinks in terms of measurable, repeatable outcomes rather than one-off fixes—an approach that matters deeply for a cybersecurity company where recurring problems carry real customer risk. Based in Pune, India,



the role works primarily on India business hours and carries the flexibility to overlap with US Central hours as needed to collaborate with Armor’s Dallas-based Engineering, SRE, and delivery teams. It reports to and takes strategic direction from the Head of Global Support.

ESSENTIAL DUTIES AND RESPONSIBILITIES
Analyze incident and ticket data to identify the systemic drivers of ticket volume, and target measurable reductions in recurring work and customer-impacting incidents.
Investigate how data flows into Armor’s systems—connectors, APIs, and ingestion pipelines from Microsoft Sentinel, Microsoft Defender, Qualys/VMDR, log/SIEM sources, and Azure and cloud telemetry—to surface data-quality issues and the root causes behind recurring problems.
Work through ambiguity: develop hypotheses about recurring and systemic problems, validate root cause with data, and ensure problems are genuinely understood before solutions are pursued.
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📌 Technical Program Manager (Pune)
🏢 Armor Defense
📍 Pune