Sr Manager, Technology Operations Support

McKesson; Columbus (OH); On-site; USD 99,000 - 165,000; Full time

Job summary

McKesson is seeking a Senior Manager, Technical Operations Support to lead a team responsible for advanced operational support, incident command, and escalation across McKesson's technology environment. The role bridges frontline operations and engineering, providing Tier-2 support and structured diagnostics across network, platform, and applications.

The ideal candidate will establish operational standards, drive continuous improvement, and influence outcomes across multiple technology groups,

Qualifications

• 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.

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 as needed to restore service and resolve customer-impacting issues.
• Ensure participation in a structured 24x7 on-call model supporting operational escalation and Incident Command coverage.

Skills

Leadership

Incident Command

Troubleshooting

AI tools

Problem Solving

Education

Bachelor's degree

Tools

Azure

AWS

GCP

Claude

Job description

McKesson is an impact-driven, Fortune 10 company that touches virtually every aspect of healthcare. We are known for delivering insights, products, and services that make quality care more accessible and affordable. Here, we focus on the health, happiness, and well-being of you and those we serve – we care.

What you do at McKesson matters. We foster a culture where you can grow, make an impact, and are empowered to bring new ideas. Together, we thrive as we shape the future of health for patients, our communities, and our people. If you want to be part of tomorrow’s health today, we want to hear from you.

The Senior Manager, Technical Operations Support (TOS), leads a team responsible for advanced operational support, service restoration, incident command, and escalation readiness across McKesson's technology environment.

This team serves as a critical bridge between frontline operations and engineering, providing Tier-2 technical support, controlled remediation of production issues, and structured diagnostics across network, platform, and application environments. The team also provides formal Incident Command leadership for major incidents, helping coordinate technical response and accelerate service restoration.

This role is responsible for establishing operational standards, developing technical capabilities, ensuring incident readiness, and driving continuous improvement across technical operations. Success requires strong leadership, operational excellence, and the ability to influence outcomes across multiple technology organizations.

Key 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 as needed to restore service and resolve customer-impacting issues.

• Ensure participation in a structured 24x7 on-call model supporting operational escalation and Incident Command coverage.

Priority Will be given to candidate who reside in the Columbus, OH metropolitan area.

We are unable to provide sponsorship for this role presently or in the future.

Minimum Qualifications

• 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.

Certifications

Required

• ITIL® Foundation (Version 4 or Version 5)

Preferred

• Relevant technical certifications in networking, cloud, systems administration, or related disciplines.

• Kepner-Tregoe (KT) Problem Solving and Decision Making, Incident Leadership, or similar training.

Preferred Qualifications

• Experience leading major incident management or Incident Command functions.

• Experience operating within tiered support models spanning operations and engineering organizations.

• Experience supporting hybrid environments across on-premises, co-location, and cloud platforms.

• Familiarity with Microsoft Azure, AWS, and/or Google Cloud Platform.

• Experience with observability, monitoring, and operational analytics platforms.

We are proud to offer a competitive compensation package at McKesson as part of our Total Rewards. This is determined by several factors, including performance, experience and skills, equity, regular job market evaluations, and geographical markets. The pay range shown below is aligned with McKesson's pay philosophy, and pay will always be compliant with any applicable regulations. In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered. For more information regarding benefits at McKesson, please

Our Base Pay Range for this position

$99,000 - $165,000

McKesson provides equal employment opportunities to applicants and employees, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, genetic information, or any other legally protected category. For additional information on McKesson’s full Equal Employment Opportunity policies, visit our Equal Employment Opportunity page.

McKesson is committed to being an Equal Employment Opportunity Employer and offers opportunities to all job seekers including job seekers with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to (United States) [e-mail] or (Canada) [e-mail]. Resumes or CVs submitted to this email box will not be accepted.

Join us at McKesson!