Descriptions & requirements

About the role:

As an IT Operations Manager, you will lead the continuous evolution of our network operations by integrating modern methodologies such as Site Reliability Engineering (SRE), DevOps, and DevSecOps. By embracing automation, proactive monitoring, and security-first principles, you will ensure our operational practices remain resilient, agile, and aligned with the pace of business innovation. This isn’t your typical back-office IT team—you’ll have high exposure to all levels of the organization with constant interactions with customers, peers, and direct reports. We emphasize collaboration and team development to exceed company and department goals.

What’s in it for you:

Competitive compensation and benefits packagePaid relocation to Cincinnati, OHAdvancement opportunities with customized career pathsTQL's IT Team offers a hybrid work environment with the ability to work remotely 5 days per monthReimbursement for continuous education and technical trainingWe win wherever we go – Voted a 2019-2025 Computerworld Best Places to Work in IT

 

What you’ll be doing:

Lead and supervise a team of elite IT professionals specializing in Electronic Data Interchange (EDI), Network Operations Center (NOC), and Application Support, with direct responsibility for managing 24/7 monitoring, incident response, and ensuring operational excellence across IT infrastructure, applications, and services.Act as the Major Incident Commander for critical outages, coordinating resolution efforts across engineering, support, and vendor teams.Drive real-time communication and escalation during outages, providing timely, clear, and accurate updates to senior leadership and key stakeholders.Develop and coach team members on customer service, communication, and technical skillsDesign and facilitate a performance measurement frameworkOversee and optimize the use of IT observability platforms (e.g., Datadog, SolarWinds, etc.) to ensure end-to-end visibility of system health and performance.Continuously evaluate NOC monitoring processes, procedures, and monitoring toolsDevelop and maintain incident response playbooks, escalation procedures, and on-call schedules.Collaborate with DevOps and Infrastructure teams to ensure monitoring coverage, alerting thresholds, and runbooks are in place and effective.Analyze trends and root causes from incidents and alerts to proactively identify opportunities for service improvement.Prepare executive-level summaries and reports on incidents, operational metrics, and platform health.Lead post-mortem processes and drive accountability for action items across teams.Participate in the evaluation and onboarding of new monitoring tools or automation technologies.Oversee the health and performance of EDI transactions, ensuring timely processing, error handling, and integration with partner systems.Provide hands-on leadership for application support operations, including the support and troubleshooting of internally developed enterprise applications used across departments (e.g., finance, operations, sales).Lead and participate in strategic IT projects across the companyMaintain constant communication with internal customers to understand technical needsResolve daily issues of a complex scope that impact the team and business objectivesTrain and prepare the support team for the latest product and service releasesGuide the professional and technical development of the team through mentoring and coaching

What you need:

Bachelor’s degree in Information Technology or related field preferred5+ years of experience in IT operations or support, with 2+ years in a leadership or management role overseeing NOC, application support, or EDI.Strong understanding of EDI transaction workflows and experience supporting B2B integrations. Experience with Boomi a plus.Proven experience supporting internal enterprise applications — including incident handling, business user interaction, and cross-functional coordination with development teams.Demonstrated success managing application support functions, including incident lifecycle management and user support.Proficiency with IT observability and monitoring tools (e.g., Datadog, Solarwinds, PRTG, Elastic or equivalent).Experience with ITSM platforms such as ServiceNow or Jira Service Management.Deep familiarity with incident and change management frameworks (ITIL or similar).Proven experience leading major incident responses and coordinating resolution across cross-functional teams.An emphasis and motivation for assisting in the development and success of othersExceptional communication skills, both verbal and writtenExcellent technical skills on the latest technology platformsStrong work ethic, with a fierce dedication to exceeding expectationsImpeccable organizational skills with the ability to multitask and deliver results under pressureStrong analytical skills with the ability to interpret logs, metrics, and dashboards in real time.Experience with Microsoft products (AD, Exchange, Windows Server, Office Suite) as well as containerized environments