
Job Title: IT Operations Support Engineering Lead
Location: Richmond, VA
Work Model: Hybrid (Onsite 3 days/week)
Job Summary
We are seeking an experienced IT Operations Support Engineering Lead with 10+ years of experience leading IT operations and support teams. The ideal candidate will have expertise in L2/L3 production support, major incident management, ITIL best practices, and Google Cloud Platform (Google Cloud Platform). Experience with AI technologies is a plus.
Key Responsibilities
· Lead and manage the IT Operations Support team.
· Oversee L2/L3 production support and major incident resolution.
· Drive ITIL-based incident, problem, and change management processes.
· Support and manage Google Cloud Platform-based environments.
· Collaborate with cross-functional teams to ensure operational stability and service excellence.
· Mentor team members and drive continuous operational improvements.
Required Qualifications
· 10+ years of IT Operations/Support Engineering experience.
· Experience leading technical support teams.
· Strong L2/L3 production support and incident management experience.
· Hands-on experience with Google Cloud Platform (Google Cloud Platform).
· ITIL Certification and knowledge of ITIL best practices.
· Excellent leadership, troubleshooting, and communication skills.
Preferred: Experience with AI or AIOps solutions.