ITOCC Technical Lead

Position Summary

The ITOCC Technical Lead serves as the senior technical authority within the IT Operations Command Center, responsible for the depth, accuracy, and quality of technical execution across monitoring, incident response, systems administration, and infrastructure operations. This role provides direct technical oversight of the Operations Analyst and Systems Administrator functions, ensuring consistent, high-quality technical practice across both disciplines.

The role extends beyond individual contribution by setting technical direction, validating complex troubleshooting and system changes, and acting as the final escalation point for issues that exceed the scope of the Operations Analyst or Systems Administrator. The ITOCC Technical Lead partners closely with the ITOCC Manager to drive technical maturity, mentor team members, and ensure the ITOCC consistently delivers reliable, secure, and well-governed operations for clients. This role reports to the ITOCC Manager.

Responsibilities:

· Technical Authority & Escalation Leadership

o Serve as the senior technical escalation point for incidents, system issues, and engineering questions that exceed the scope of Operations Analysts or Systems Administrators.

o Provide hands-on technical guidance across infrastructure, network, cloud, security, and application domains during active incidents and complex troubleshooting.

o Validate root cause analysis and remediation plans for major or recurring technical issues.

o Make final technical decisions on complex or ambiguous problems within the ITOCC's scope.

· Team Oversight & Technical Mentorship

o Provide day-to-day technical oversight and direction for Operations Analysts and Systems Administrators within the ITOCC.

o Review and quality-check incident handling, system changes, and documentation produced by the team for accuracy and adherence to standards.

o Mentor and coach Operations Analysts and Systems Administrators on technical skills, troubleshooting methodology, and incident response best practices.

o Assign and prioritize technical work across the team in coordination with the ITOCC Manager.

o Provide input on performance, development planning, and growth opportunities for ITOCC technical staff.

· Systems, Network & Infrastructure Administration Oversight

o Oversee the execution of systems administration tasks including Active Directory, Windows Server, Microsoft 365, and Azure environments.

o Ensure adherence to best practices for backups, patching, monitoring, and test restores across managed environments.

o Review and guide network design, troubleshooting, and configuration work, including TCP/IP, DNS, DHCP, and VPN technologies.

o Champion automation and scripting (PowerShell or equivalent) to reduce manual effort and improve consistency across operational tasks.

o Maintain working knowledge of virtualization, storage, and cloud platforms to support team troubleshooting and decision-making.

· Major Incident & Crisis Technical Leadership

o Serve as a senior technical resource on Major/Critical Incident bridge calls, supporting or backing up the Incident Commander as needed.

o Drive technical investigation, diagnosis, and resolution efforts during high-impact incidents.

o Ensure cross functional technical alignment among engineering, vendors, and client stakeholders during active incidents.

o Support post incident technical reviews and root cause documentation.

· Process, Runbook & Standards Governance

o Own the technical accuracy and currency of runbooks, SOPs, and knowledge base content used across the ITOCC.

o Identify gaps in technical processes, tooling, or documentation and drive improvements.

o Establish and enforce technical standards and best practices for incident management and systems administration.

o Ensure consistency, auditability, and security compliance across team activities.

· Client & Stakeholder Technical Communication

o Serve as a technical point of contact for clients and internal stakeholders on complex issues, escalations, and projects.

o Translate technical findings into clear, actionable updates for both technical and non-technical audiences.

o Support client-facing technical reviews, escalation calls, and project conversations as needed.

· Continuous Improvement & Automation

o Analyze incident and operational trends to identify systemic issues and recommend preventative measures.

o Partner with engineering and architecture teams on problem management and infrastructure improvement initiatives.

o Drive adoption of automation, tooling, and observability improvements across the ITOCC.

o Support the technical onboarding and training of new Operations Analysts and Systems Administrators.

Other duties as assigned.

Qualifications:

· 5-7 years of experience in IT operations, systems administration, network engineering, or a related technical role, including experience in a NOC, command center, or managed services environment.

· Demonstrated technical depth across Windows Server, Active Directory, Microsoft 365, Azure, and core networking technologies.

· Strong understanding of incident management frameworks such as ITIL.

· Proven experience providing technical guidance, mentorship, or informal leadership to other technical staff.

· Working knowledge of at least one scripting language (PowerShell preferred).

· Ability to lead technical calls, coordinate cross-functional teams, and make sound decisions under pressure.

Preferred:

· ITIL Foundation or higher certification.

· Experience administering virtualization platforms (VMware, Hyper-V, KVM) and enterprise storage systems.

· Experience with monitoring / observability tools (i.e. LogicMonitor, Datadog, Zabbix, etc.).

· Familiarity with common cybersecurity frameworks such as NIST 800 and CIS Top 20.

· Experience supporting external clients in a managed services environment.

· Prior experience in a lead, senior, or mentorship-oriented technical role.

Certifications (nice to have)

· ITIL

· Microsoft Certified: Azure Administrator Associate, or equivalent

· CompTIA Network , Security , or equivalent

· VMware VCP or equivalent virtualization certification

· HDI certifications

Physical Requirements:

· Prolonged periods sitting at a desk and working on computer.

· Occasional walking between facilities.

· Occasional lifting, pushing, pulling up to 15 lbs.

· Hybrid Position