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.
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. You must be 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.
The well-being of WWT employees is essential. So, when it comes to our benefits package, WWT has one of the best. We offer the following benefits to all full-time employees:
Health and Wellbeing: Health, Dental, and Vision Care, Onsite Health Centers, Employee Assistance Program, Wellness program
Financial Benefits: Competitive pay, Profit Sharing, 401k 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
We strive to create an environment where all employees are empowered to succeed based on their skills, performance, and dedication. Our goal is to cultivate a culture of belonging that encourages innovation, collaboration, and respect for all team members, ensuring that WWT remains a great place to work for All!
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.
If you have any questions or concerns about this posting, please email taposting@wwt.com
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 1-800-432-7008 and ask for Human Resources.
