Senior Manager, Technology Operations Support

Jobtailor

Columbus (OH)

Hybrid

USD 110,000 - 170,000

Full time

5 days ago

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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

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

Requirements

Bachelor's degree or equivalent experience
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 (Version 4 or Version 5) certification required
Relevant technical certifications in networking, cloud, systems administration, or related disciplines preferred
Kepner-Tregoe (KT) Problem Solving and Decision Making, Incident Leadership, or similar training preferred
Experience leading major incident management or Incident Command functions preferred
Experience operating within tiered support models spanning operations and engineering organizations preferred
Experience supporting hybrid environments across on-premises, co-location, and cloud platforms preferred
Familiarity with Microsoft Azure, AWS, and/or Google Cloud Platform preferred
Experience with observability, monitoring, and operational analytics platforms preferred
Participation in a structured 24x7 on-call model
No sponsorship is available presently or in the future

Core Competencies

Demonstrates expertise in leading technical operations support teams, incident command, and escalation management while driving operational excellence through process improvement and incident analysis. Proficient in technical troubleshooting, service restoration, and managing hybrid environments across cloud and on-premises platforms.

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