DMOC Team Lead

Job Title: DMOC Team Lead Location: OH - Columbus What you'll do: As a Distributed and Middleware Operations Center Lead - Staff Engineer II you'll provide expertise in a suite of technical tools and products across server, database, middleware, active directory and M365 operations to ensure production services are safe, secure, compliant, stable, and reliable. You'll identify operational support needs, break/fix gaps, service restoration improvements, and production readiness risks while leading day-to-day technical execution across incidents, requests, escalations, and recurring operational issues. You'll facilitate dialogue across IT Operations Center staff and engineering teams. As the DMOC Lead, you'll provide day-to-day technical leadership for shift execution, queue health, escalation quality, operational readiness, and incident response while developing effective presentations and narratives for technical teams and leadership. Lead operational support planning for production environments, including break/fix response, service restoration, escalation readiness, and technical recovery execution. Design and implement engineering principles aimed at reliability practices and sound recovery procedures. Design transaction specific application performance monitoring metrics that can be captured and passed to business partners. Develop and maintain technical documentation, including system configurations and procedures while also ensuring compliance with IT policies, procedures, and industry standards. Develop desktop procedures when needed that others follow. Provide day-to-day technical leadership for IT Operations Center staff across distributed shifts. Drive queue discipline, shift handoff quality, escalation quality, and follow-through for incidents, service requests, operational tasks, and aging work. Serve as an escalation point for server, database, middleware, active directory and M365 incidents, service degradation, monitoring gaps, and high-impact operational issues. Coordinate with Critical Response Coordinators during major incidents by providing technical triage, impact clarity, remediation status, and next-step ownership. Partner with engineering, observability, security, automation, and service management teams to identify recurring issues, reduce alert noise, improve monitoring quality, and strengthen operational readiness. Coach analysts and engineers on troubleshooting approach, documentation expectations, ticket hygiene, escalation standards, and operational accountability. Support operational readiness activities including health checks, patching, vulnerability remediation, disaster recovery exercises, and operational validation for server, database, middleware, active directory and M365. Prepare clear operational updates, leadership summaries, post-incident notes, and improvement recommendations that explain risk, progress, constraints, and decisions. Mentor and support ITOC L1 and L2 Staff in their responsibilities.  Complete work in a timely and accurate manner while providing exceptional customer service.

7+ years of related experience IT App Support, IT Development, IT Networking, or similar field. Bachelor's degree in related field required. Previous leadership experience preferred. Intermediate to advanced knowledge of general Financial Services or Banking is preferred. Advanced knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices. Advanced proven experience leading operational support teams through incident response, break/fix troubleshooting, production escalations, service restoration, and recurring issue remediation. Additional experience coordinating operational work across ticket queues, monitoring alerts, change activity, vulnerability remediation, and platform support responsibilities. Advanced ability to understand the operational impact of production issues and align break/fix priorities with