Sr Manager, Technology Operations Support

McKesson•Columbus, OH

1d•Onsite

About The Position

The Senior Manager, Technical Operations Support (TOS), leads a team responsible for advanced operational support, service restoration, incident command, and escalation readiness across McKesson's technology environment. This team serves as a critical bridge between frontline operations and engineering, providing Tier-2 technical support, controlled remediation of production issues, and structured diagnostics across network, platform, and application environments. The team also provides formal Incident Command leadership for major incidents, helping coordinate technical response and accelerate service restoration. This role is responsible for establishing operational standards, developing technical capabilities, ensuring incident readiness, and driving continuous improvement across technical operations. Success requires strong leadership, operational excellence, and the ability to influence outcomes across multiple technology organizations.

Requirements

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) Certification

Nice To Haves

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.

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.