ITIL/ITSM Operations Support Lead

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.