iTMethods is hiring a
Technical Team Lead, Remote - Worldwide

Summary

The job is for a Technical Lead - Operations Team Lead at iTMethods, reporting to the VP, Professional Services. The role involves leading the Operations Engineers and overseeing the Operations Support team temporarily, while ensuring smooth workflow and maintaining high standards of service. The main responsibilities include providing expert-level support, mentoring team members, collaborating with different teams, monitoring vendor updates, and developing and improving documentation.

Responsibilities

• 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
• Lead the Operations team to monitor vendor updates, security alerts, and schedule customer deployments upgrades
• 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