Technical Operations Manager

Job Title Technical Operations Manager Location World Wide Technology, Kansas City, Kansas, United States Job Description At World Wide Technology, we work together to make a new world happen. We are a global technology solutions provider dedicated to accelerating digital transformational outcomes across the world. Role Overview The Program Technical Lead is the technical “North Star” for WWT’s GDC air‑gapped IO Program. This high‑impact leadership position is designed for a deep technical expert who can translate Google’s vision into flawless engineering execution. Core Responsibilities Technical Authority & Quality Assurance: Re‑enforce the standard for what constitutes a “resolved” ticket, audit ticket logs to ensure they include CLI outputs, Grafana screenshots, and evidence‐based root cause analysis. Escalation Command: Act as the final point of escalation for complex technical blockers and engage in war rooms for critical infrastructure issues. Operational Health Oversight: Objectively assess the technical health of the environments and provide 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 and continuously improve SOPs for repeatable, high‑quality deployments. Tooling & Automation: Identify opportunities to reduce manual toil by implementing automation and IaC improvements within the IO framework. Technical Mentorship: Lead the “Engineer‑to‑Engineer” coaching initiative, reclaiming the COIN Lab to run hands‑on technical clinics. Performance Evaluation: Work with People Managers to identify technical skill gaps and decide whether an engineer is “Customer Ready” or requires further remediation. Onboarding Excellence: Own the technical curriculum for new hires so they can contribute to deep triage within their first 30 days. Required Qualifications Subject Matter Expertise: Mastery of Kubernetes (K8s), Linux Systems Administration, Networking, and some hands‑on hardware experience. Troubleshooting DNA: Ability to perform deep‑dive forensics across complex distributed systems and explain the “why” behind a failure to both engineers and executives. Leadership Presence: Proven experience leading technical teams in high‑pressure escalation environments, comfortable challenging the status quo and enforcing high standards of accountability. Strategic Communication: Ability to sit with Google stakeholders and provide technical confidence, demonstrating that WWT understands the “under‑the‑hood” mechanics of the product. Key Success Indicators (The “Get Healthy” Metrics) Elimination of “Thin” Tickets: 100% of tickets must meet the new technical evidence standard. Reduction in Google Dependency: A measurable decrease in escalations sent back to Google Engineering for issues that should be handled autonomously by WWT. Benefits Health and Wellbeing: Health, Dental, and Vision Care; Onsite Health Centers; Employee Assistance Program; Wellness program. Financial Benefits: Competitive pay, Profit Sharing, 401(k) Plan with Company Matching, Life and Disability Insurance, Tuition Reimbursement. Paid Time Off: PTO & Holidays, Parental Leave, Sick Leave, Military Leave, Bereavement. Additional Perks: Nursing Mothers Benefits, Voluntary Legal, Pet Insurance, Employee Discount Program. Equal Opportunity Employer Certain states and localities require employers to post a reasonable estimate of salary range. A reasonable estimate of the current base salary range for this position is $117,600 – $147,000. Actual salary will be based on a variety of factors, including location, experience, skill set, performance, licensure and certification, and business needs. The range for this position in other geographic locations may differ. Certain positions may also be eligible for variable incentive compensation, such as bonuses or commissions, that is not included in the base salary. WWT will consider for employment, without regard to disability, a disabled applicant who satisfies the requisite skill, experience, education, and other job‑related requirements of the job and is capable of performing the essential requirements of the job with or without reasonable accommodation. World Wide Technology is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or other characteristics protected by law. We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call View phone number on click.appcast.io and ask for Human Resources. #J-18808-Ljbffr Flagship Kansas