Technical Operations Manager

Technical Operations Manager

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.

Want to work with highly motivated individuals on high-performance teams? Join WWT today!

Role Overview

The Program Technical Lead is the technical "North Star" for WWT's GDC air-gapped IO Program. High-impact leadership position designed for a deep technical expert who can translate Google's vision into flawless engineering execution.

Responsible for the technical integrity of all deliverables, the growth of the engineering bench, and the shift from "ticket facilitation" to "deep-dive troubleshooting." Bridge the gap between high-level program goals and the CLI, ensuring that every engineer on the team operates with the mindset of building a scalable, autonomous "factory" of capabilities through the continuous improvement value chain.

Core Responsibilities

Technical Authority & Quality Assurance

• The "Deep Triage" Standard: Re-enforce the standard for what constitutes a "resolved" ticket. Where necessary, audit ticket logs to ensure they include CLI outputs, Grafana screenshots, and evidence-based root cause analysis, moving the team away from generic "alert inactive" closures.
• Escalation Command: Act as the final point of escalation for complex technical blockers. When the team hits an "I don't know" wall, you provide the path forward, engaging in war rooms for critical infrastructure issues.
• Operational Health Oversight: Objectively assess the technical health of the environments, providing honest, data-driven reporting to Google leadership that reflects actual system stability.

Architecting "The Factory" (Scalability)

• Process Engineering: Transition the team from reactive manual work to a "Day 1 / Day 2" autonomous model. Continuously improve standard operating procedures (SOPs) that allow for repeatable, high-quality deployments and management.
• Tooling & Automation: Identify opportunities to reduce manual toil by implementing automation and Infrastructure as Code (IaC) improvements within the IO framework.

Engineering Bench Development

• Technical Mentorship: Lead the "Engineer-to-Engineer" coaching initiative. You will reclaim the Co-Innovation (COIN) Lab to run hands-on technical clinics, moving training from PowerPoint to the terminal.
• Performance Evaluation: Work with People Managers to identify technical skill gaps. You will be the final arbiter on whether an engineer is "Customer Ready" or requires further remediation.
• Onboarding Excellence: Own the technical curriculum for new hires, ensuring they can contribute to deep triage within their first 30 days.