Note: The job is a remote job and is open to candidates in USA. McKesson is an impact-driven healthcare company providing insights, products, and services that make quality care more accessible and affordable. The Senior Manager, Technology Operations Support leads advanced operational support, incident command, service restoration, and escalation management across the technology environment. The role establishes operational standards, develops team capabilities, and drives continuous improvement across technology organizations.
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
- * 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)**
- **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.**
- * Relevant technical certifications in networking, cloud, systems administration, or related disciplines
- * **Kepner-Tregoe (KT)** Problem Solving and Decision Making, Incident Leadership, or similar training
- * 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
Benefits
- Hybrid work arrangement
- In addition to base pay, other compensation, such as an annual bonus or long-term incentive opportunities may be offered.
Company Overview