Lead IT Operations Engineer

Lead Operations Engineer

The Lead Operations Engineer owns the full lifecycle of IT incidents across JM Test Systems' technology environment. Going beyond general helpdesk support, this role drives incident resolution, root cause analysis (RCA), problem management, and advanced support for our custom business applications. We are looking for an engineering-minded professional who thinks strategically about systems, scalability, security, and automation; someone who strengthens JMTS' cybersecurity posture and drives operational excellence rather than simply resolving tickets.

Key Responsibilities:

• Incident Management:
• Serve as the primary escalation point for complex or recurring IT incidents across all JMTS locations, owning the full lifecycle from triage through post-incident review.
• Help develop and improve incident response processes, documentation, and escalation procedures.
• Support security incident investigations, including containment, remediation, and recovery.
• Identify recurring incident trends and drive engineering solutions that improve reliability, uptime, and resiliency.
• Application Support:
• Provide Tier 2/3 support for custom business applications (CalMapp 2, customer portal, Rental); coordinate with development teams on bug fixes, testing, and release validation.
• Monitor application and system health, proactively resolving issues before they impact operations.
• Recommend scalable system improvements and automation opportunities rather than temporary fixes.
• Coordinate with vendors and development partners on escalations, and support data integrity through database health checks and backup validation.
• Maintain documentation for system configurations, SOPs, and operational runbooks.
• Automation & Continuous Improvement:
• Develop scripts and automated workflows to streamline repetitive manual processes and reduce human error.
• Build operational reporting and dashboards that support IT decision-making and trend analysis.
• Participate in change management, ensuring changes are documented, tested, and communicated.
• Serve as a technical resource for the IT team and stay current on emerging tools and best practices.
• Cybersecurity & Risk Management:
• Support cybersecurity initiatives including endpoint protection, access management, vulnerability remediation, and security monitoring.
• Help implement and enforce cybersecurity standards, policies, and best practices.
• Partner with the IT Manager on risk assessments, remediation planning, and cybersecurity roadmaps.
• Monitor and escalate suspicious activity, unauthorized access attempts, and potential threats.

Skills and Qualifications:

• 3+ years of IT support experience with strong analytical and problem-solving skills.
• Engineering mindset focused on scalability, resiliency, security, and operational maturity.
• Experience with incident response, cybersecurity operations, vulnerability management, or systems reliability.
• Exposure to cybersecurity frameworks, endpoint security tools, SIEM platforms, or vulnerability management (preferred).
• Experience with scripting, automation, monitoring tools, or systems engineering concepts (preferred).

What Success Looks Like:

• Develop a working knowledge of CalMapp 2, ConnectWise, and the JMTS application ecosystem, along with our cybersecurity tools and current risk areas.
• Contribute recommendations for operational improvements, system hardening, and incident prevention.
• Independently manage complex technical investigations while partnering effectively with the IT Manager.

Benefits:

• Stability and Unlimited Opportunity!
• Medical, Dental, and Vision Insurance
• HSA with Employer Contribution
• 401(k) with Company Matching
• Paid Time Off: Vacation, Sick Leave, Birthday, and Holidays
• Employer-Paid Life Insurance

Schedule:

• 40 hour work week
• Monday to Friday
• Overtime as needed