TQL

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 intelligent automation, AI-driven observability, proactive monitoring, and security first principles, you will ensure our operational practices remain resilient, agile, and aligned with the pace of business innovation. You will champion the use of AI-powered tooling and workflow automation to reduce manual toil, accelerate incident response, and elevate the team's operational maturity. 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 package
• Paid relocation to Cincinnati, OH
• Advancement opportunities with customized career paths
• TQL's IT Team offers a hybrid work environment with the ability to work remotely 5 days per month
• Reimbursement for continuous education and technical training
• Certified Great Place to Work and voted a 2019-2026 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 leveraging AI-assisted triage tools and automated escalation workflows to accelerate response time
• Drive real-time communication and escalation during outages, providing timely, clear, and accurate updates to senior leadership and key stakeholders utilizing automated status page updates and AI-generated incident summaries where applicable
• Identify, evaluate, and implement AI and automation solutions that reduce manual NOC workload, including AIOps platforms, intelligent alerting, and self-healing runbooks
• Drive automation of repetitive operational tasks including ticket routing, alert suppression, threshold tuning, and first-response actions using tools such as ServiceNow Flow Designer, Power Automate, or equivalent platforms
• Champion the adoption of Copilot and AI assistant tools within the IT Operations team to enhance productivity in incident documentation, knowledge base management, and reporting
• Partner with engineering teams to build and maintain automation pipelines that enable proactive remediation before issues impact end users
• Define and govern AI/automation usage policies within IT Operations, ensuring responsible use, auditability, and alignment with enterprise standards
• Track and report automation ROI metrics including ticket deflection rates, mean time to resolution (MTTR) improvements, and manual effort hours saved
• Oversee and optimize the use of IT observability platforms (e.g., Datadog, SolarWinds) to ensure end-to-end visibility of system health and performance
• Continuously evaluate NOC monitoring processes, procedures, and tools with a focus on replacing reactive, manual monitoring with proactive, ML-driven alerting strategies
• Collaborate with DevOps and Infrastructure teams to ensure monitoring coverage, alerting thresholds, and runbooks are in place and effective and that automated response actions are tied to high-frequency alert patterns
• Analyze trends and root causes from incidents and alerts to proactively identify opportunities for service improvement leveraging AI-generated insights and pattern analysis from observability data
• Develop and maintain incident response playbooks, escalation procedures, and on-call schedules
• Lead post-mortem processes and drive accountability for action items across teams
• Prepare executive-level summaries and reports on incidents, operational metrics, and platform health
• Oversee the health and performance of EDI transactions, ensuring timely processing, error handling, and integration with partner systems and evaluate opportunities to automate error detection, retry logic, and partner notification workflows
• Provide hands-on leadership for application support operations, including support and troubleshooting of internally developed enterprise applications — while building intelligent self-service capabilities and AI-powered chatbot deflection for common application issues
• Develop and coach team members on customer service, communication, and technical skills with an emphasis on building AI literacy and automation fluency across the team
• Lead and participate in strategic IT projects, including AIOps platform evaluations, Copilot agent deployments, and automation committee initiatives
• Train and prepare the support team for the latest product and service releases, including AI-powered features, workflow automation updates, and new agent capabilities
• Guide the professional and technical development of the team through mentoring and coaching - actively identifying upskilling opportunities in AI, automation, and data-driven operations

What you need:

• Bachelor’s degree in information technology or related field preferred
• 5+ years of experience in IT operations or support, with 3+ years in a leadership or management role overseeing NOC, application support, or EDI.
• Demonstrated experience implementing or operating AI/automation solutions in an IT operations environment (AIOps, RPA, workflow automation, or AI assistant tools)
• Strong understanding of EDI transaction workflows and experience supporting B2B integrations. Experience with Boomi a plus.
• Familiarity with AI productivity tools such as Microsoft Copilot, Copilot Studio, or similar enterprise AI assistants
• 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 others
• Exceptional communication skills, both verbal and written
• Excellent technical skills on the latest technology platforms
• Strong work ethic, with a fierce dedication to exceeding expectations
• Impeccable organizational skills with the ability to multitask and deliver results under pressure
• Strong 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

Employment visa sponsorship is unavailable for this position. Applicants requiring employment visa sponsorship now or in the future (e.g., F-1 STEM OPT, H-1B, TN, J1 etc.) will not be considered.