Senior Manager, Tech Operations & Incident Command

Jobtailor; Columbus (OH); Hybrid; USD 110,000 - 170,000; Full time

Job summary

Jobtailor seeks a seasoned leader to head Technical Operations Support, Incident Command, and escalation management. You will guide Tier-2 activities, drive service restoration, and partner with SRE, product, and engineering teams to speed issue resolution and improve reliability.

The role requires 9+ years in technical operations, ITIL certification, and experience directing teams in complex production environments across hybrid environments.

Qualifications

• Bachelor's degree or equivalent experience required.
• 9+ years of experience in technical operations, network operations, production support, or related technology disciplines.
• 1+ years of leadership or management experience.
• Experience leading teams in complex production environments.
• Strong understanding of technical troubleshooting, service restoration, incident response, and operational support practices.
• Experience with AI driven tools (Claude) and building agents for incident response support.
• ITIL Foundation required.
• Relevant technical certifications in networking, cloud, systems administration preferred.

Responsibilities

• Lead and develop a team providing advanced technical operations support, incident command, and escalation management
• Establish operational standards, performance expectations, and capability development plans for the Technical Operations Support function
• Oversee Tier-2 support activities, including network operations, production diagnostics, service restoration, and controlled remediation
• Ensure readiness and execution of Incident Command capabilities for high-severity service disruptions
• Partner with engineering, site reliability engineering (SRE), product, and operations teams to accelerate issue resolution and improve service reliability
• Drive operational excellence through process improvement, incident analysis, and service performance initiatives
• Lead vendor and partner escalations to restore service and resolve customer-impacting issues
• Support a structured 24x7 on-call model for operational escalation and Incident Command coverage

Skills

Leadership

Technical Troubleshooting

Incident Command

Escalation Management

Service Restoration

Team Development

Collaboration

Decision Making

Education

Bachelor's degree or equivalent experience

ITIL Foundation Certification

Tools

Azure

AWS

Google Cloud Platform

Claude AI Tools

Kepner-Tregoe Methodology

Job description

Jobtailor seeks a seasoned leader to head Technical Operations Support, Incident Command, and escalation management. You will guide Tier-2 activities, drive service restoration, and partner with SRE, product, and engineering teams to speed issue resolution and improve reliability.

The role requires 9+ years in technical operations, ITIL certification, and experience directing teams in complex production environments across hybrid environments.