Senior Incident & Service Delivery Lead

MERIPLEX

Long Beach (CA)

On-site

USD 80,000 - 100,000

Full time

11 days ago

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Benefits offered by this job

Medical insurance

Dental insurance

401K

Paid time off

Job summary

Meriplex is seeking a Lead, Managed Services in Long Beach, CA to act as operational and technical lead for the TAC team. You will coordinate escalations, incidents, and service delivery outcomes, ensuring SLA performance and excellent client experiences.

The role focuses on allocating resources effectively, guiding technical staff, and driving process improvements across cross-functional teams. The ideal candidate combines strong technical knowledge with incident management expertise,

Qualifications

5+ years in progressive IT support, technical operations, or managed services.
2+ years leading technical teams, managing escalations, or coordinating incident response.
Strong understanding of incident management, escalation, and service delivery practices.
Ability to lead complex technical issues through resolution using cross-functional teams.
Strong technical knowledge across multiple technology platforms and infrastructure domains.
Excellent customer service, communication, and stakeholder management skills.
Strong organizational, analytical, and decision-making abilities.
Ability to prioritize multiple competing priorities in a fast-paced environment.
Ability to lead technical discussions and influence outcomes without direct authority.

Responsibilities

Own the coordination and management of complex technical escalations and critical customer incidents.
Serve as the primary point of accountability for escalated issues and engage appropriate resources.
Lead incident response activities during service disruptions with cross-functional teams.
Drive root cause analysis and post-incident reviews to identify corrective actions.
Provide technical guidance and oversight to teams handling customer issues.
Review escalation trends and identify opportunities to improve service delivery.
Promote adherence to technical standards and service management best practices.
Support onboarding, training, and development of TAC staff.
Coordinate cross-functional resources during major incidents and transitions.
Document incidents, actions, and outcomes for knowledge management.