Global 24/7 Technical Operations Lead

Universal Music Group; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Job summary

Universal Music Group is seeking a seasoned Technical Operations Center (TOC) Manager for a 6-month contract to lead global 24/7 operations. You will mentor TOC professionals, optimize incident response, and drive automation using AI and SRE practices to reduce toil.

The role emphasizes seamless handoffs, high performance, and service integrity across regions. You will coordinate with engineering, IT, and vendors to minimize downtime and maintain SLAs/SLOs, while promoting continuous improvement

Qualifications

• BA or BS degree in an IT related field or equivalent experience.
• ITIL certification strongly desired.
• Twelve+ years in the computer industry with six+ years in IT management.

Responsibilities

• Oversee and direct 24/7 Technical Operations Center activities to ensure reliable, secure services.
• Lead major incident response and coordinate rapid resolution across global teams and vendors.
• Mentor and manage TOC specialists, drive performance standards and scheduling across shifts.
• Facilitate seamless handoffs between follow-the-sun shifts and maintain clear communication of ongoing work.

Skills

Infrastructure ops

ITIL

Leadership

Incident management

Global coordination

Education

BA/BS in IT

Tools

ITSM tools

Automation tooling

Job description

Universal Music Group is seeking a seasoned Technical Operations Center (TOC) Manager for a 6-month contract to lead global 24/7 operations. You will mentor TOC professionals, optimize incident response, and drive automation using AI and SRE practices to reduce toil.

The role emphasizes seamless handoffs, high performance, and service integrity across regions. You will coordinate with engineering, IT, and vendors to minimize downtime and maintain SLAs/SLOs, while promoting continuous improvement