iTMethods is hiring a
Technical Team Lead

Summary

The job is for a Technical Team Lead - Operations at iTMethods, a remote position requiring candidates based in the GTHA. The role involves leading a team of Cloud Operations Engineers, overseeing operations, ensuring smooth workflow, and guiding team members to maintain high standards of service.

Requirements

• 3-5 years previous experience in a Team lead role managing people
• 5+ years in a technical role with significant experience in Cloud or DevOps , DevSecOps environments
• Experience working in a Managed Service Provider (MSP) environment
• Education/qualifications and experience. You have a Bachelor's Degree in Computer Science , Computer Engineering, Software Engineering, and preferably certification in AWS, Ansible and Terraform and have worked on DevOps tools Git and Jenkins
• Exceptional communication and problem solving skills
• An obsession with providing great customer service and always having a good handle on priorities, commitments and service levels
• Demonstrated ability to lead technical initiatives, improve processes, and mentor team members
• A continuous improvement mentality that is always looking for opportunities to create and fine tune repeatable processes and procedures and keeping an eye out for automating the support operations to minimize human error
• Ability to understand and action the need to coach, mentor and develop your team so that they are always performing at the highest level
• A desire to continually grow your experience and knowledge through learning and certification
• A natural collaboration approach to all you do and all those you interact with
• Navigating the intricacies of managing multiple customers and diverse applications is essential
• Demonstrated hands-on experience in either Cloud or DevOps is a prerequisite
• Experience and understanding of DevOps concepts and tools that are supported on the iTMethods DevOps SaaS Platform
• Experience in working with and supporting workloads running in hyper-hybrid cloud environments

Responsibilities

• Lead the Operations team to monitor vendor updates, security alerts, and schedule customer deployments upgrades
• Provide expert-level support for complex maintenance and operations requests and incident resolution, ensuring communication is effective and within committed service levels
• Serve as a technical escalation point for support-related issues, orchestrating efforts across teams for timely resolutions
• Mentor and share knowledge with team members to enhance their technical skills
• Collaborate with Leadership, Engineering, and Functional Consulting, Sales/Customer Success teams to manage customer escalations, risks, and identify growth opportunities
• Support the onboarding process of new technical resources and tools
• Ensure thorough Root Cause Analysis for high-priority incidents and contribute to the resolution sign-off process
• Develop, maintain , and improve documentation and standard operations procedures related to support activities
• Advocate for best practices and continuous improvement in support operations, with an eye towards automating to minimize errors
• Uphold iTMethods policies and procedures, ensuring they are applied in all support activities

Benefits

• Flexible work environment
• Competitive compensation and benefits package
• Learning and development
• Career progression
• Culture – One team environment founded on respect and collaboration where we do not take shortcuts and are customer obsessed