Tech Operations Lead — Incident Command & 24x7 On-Call

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 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,