Senior Manager, Technology Operations Support

This is a fully remote position, open to applicants in Ohio.

📋 Description

• Lead and cultivate a team that delivers advanced technical operations support, incident command, and escalation management.

• Set operational standards, define performance expectations, and create capability development plans for Technical Operations Support.

• Supervise Tier-2 support, which includes network operations, production diagnostics, service restoration, and controlled remediation.

• Guarantee readiness and execution of Incident Command capabilities during high-severity service disruptions.

• Collaborate with engineering, site reliability engineering, product, and operations teams to expedite issue resolution and enhance service reliability.

• Promote operational excellence through process improvements, incident analyses, and service performance initiatives.

• Manage vendor and partner escalations to restore services and resolve issues affecting customers.

• Ensure involvement in a structured 24x7 on-call model that supports operational escalation and Incident Command coverage.

⛳️ Requirements

• A bachelor's degree or equivalent experience.

• Over 9 years of experience in technical operations, network operations, production support, or related technology fields.

• At least 1 year of leadership or management experience.

• Proven experience in leading teams within complex production environments.

• Strong comprehension of technical troubleshooting, service restoration, incident response, and operational support methodologies.

• Familiarity with AI-driven tools (Claude) and the development of agents for incident response support.

• ITIL® Foundation certification (Version 4 or Version 5) is required.

• Relevant technical certifications in networking, cloud, systems administration, or similar fields are preferred.

• Training in Kepner-Tregoe (KT) Problem Solving and Decision Making, Incident Leadership, or equivalent is preferred.

• Experience in leading major incident management or Incident Command operations is preferred.

• Familiarity with operating within tiered support models that encompass both operations and engineering organizations is preferred.

• Experience supporting hybrid environments that include on-premises, co-location, and cloud platforms is preferred.

• Knowledge of Microsoft Azure, AWS, and/or Google Cloud Platform is preferred.

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

• Participation in a structured 24x7 on-call model is required.

• No sponsorship is available currently or in the future.

🏝️ Benefits

• Potential for annual bonuses or long-term incentive opportunities.

• Paid benefits.

• On-site culinary team.

• Flexible working hours.

• Opportunities for career growth and development.

• Community connections and investment in employees.