Technical Operations Lead Engineer

Qualifications

• 8-10+ years in infrastructure technology, operations, or managed services, with a heavy focus on operational tools.
• Proven experience managing and implementing:
• ServiceNow (ITSM, CMDB, integrations)
• Remote Monitoring & Management platforms (e.g., LogicMonitor, SolarWinds, Datadog, etc.)
• Privileged Remote Access tools (e.g., BeyondTrust, CyberArk, etc.)
• Hands-on technical skills across scripting, platform configuration, and troubleshooting.
• Understanding of ITIL principles; certification preferred.
• Demonstrated leadership and mentoring experience.
• Strong presentation, communication, and customer interaction skills.
• Bachelor's degree in IT, Engineering, or Business-related field preferred.
• Operates with high autonomy and ownership.
• Balances strategic thinking with tactical execution.
• Effective in fast-paced, matrixed environments.
• High attention to detail and documentation discipline.

The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:

• Health and Wellbeing: Combined Health Insurance (Dental and Vision), Employee Assistance Program, Wellness program

• Financial Benefits: Competitive pay, Profit Sharing, Life and Disability Insurance, Tuition Reimbursement

• Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Bereavement

• Additional Perks: Employee Assistance Program, Employee Discount Program and more!

World Wide Technology is an Equal Opportunity Employer. We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!

At World Wide Technology, we work together to make a new world happen.Our important work benefits our clients and partners as much as it does our people and communities across the globe. WWT is dedicated to achieving its mission of creating a profitable growth company that is also a Great Place to Work for All. We achieve this through our world-class culture, generous benefits and by delivering cutting-edge technology solutions for our clients.

Founded in 1990, WWT is a global technology solutions provider leading the AI and Digital Revolution. WWT combines the power of strategy, execution and partnership to accelerate digital transformational outcomes for organizations around the globe. Through its Advanced Technology Center, a collaborative ecosystem of the world's most advanced hardware and software solutions, WWT helps clients and partners conceptualize, test and validate innovative technology solutions for the best business outcomes and then deploys them at scale through its global warehousing, distribution and integration capabilities.

With over 12,000 employees across WWT and Softchoice and more than 60 locations around the world, WWT's culture, built on a set of core values and established leadership philosophies, has been recognized 14 years in a row by Fortune and Great Place to Work for its unique blend of determination, innovation and creating a great place to work for all.

Responsabilities:

• Tooling Ownership & Lifecycle Management, Ownership of all Managed Services operational tooling-internal and customer-facing-including ServiceNow, RMM tools, observability platforms, and privileged access systems. Ensure ongoing governance, availability, performance, and integration readiness of all tooling platforms. Implement and enforce change control and lifecycle standards (upgrade, deprecation, compliance).
• Service Transition & Customer Engagement Act as the primary customer-facing technical lead during Service Transition engagements. Lead tooling discussions, demonstrations, and implementation planning with customers. Translate service designs into practical tooling implementation requirements and task plans.
• Team Leadership & Mentorship Serve as the senior technical coach for the TechOps team, providing direction, guidance, and mentorship. Guide junior engineers through architecture reviews, implementation challenges, and standards alignment. Act as the go-to technical escalation point across tooling-related issues.
• Cross-Functional Alignment Partner with the Build team on all tool integrations and data flow architectures. Align tooling strategies with the broader platform architecture and service enablement initiatives. Maintain strong working relationships with Service Delivery, Customer Experience, and Platform Engineering teams.
• Hands-On Engineering and Execution Lead by example in technical execution-configuring, scripting, validating, and troubleshooting tooling platforms as needed.Develop and maintain reference configurations and documentation for core tooling systems. Engage in proof-of-concept efforts and tooling expansion pilots.
• Innovation & Continuous Improvement Continuously evaluate tool performance, customer feedback, and internal needs to identify gaps and improvement areas.Champion automation, simplification, and standardization across the tooling estate. Influence strategic decisions around tooling expansion, consolidation, or sunset