Senior IT Operations Manager - Community Health Options

The Senior IT Operations Manager drives DevOps and Systems practices at the enterprise level and improves adoption across various IT domains and business areas while supervising and supporting a team of DevOps and Security/Infrastructure engineers. The role is responsible for overseeing and leading IT operational processes, improving system resiliency, application production support, application enhancements, and ensuring the security of Health Options’ technical ecosystem.

Responsibilities

• Strategic Planning
  • Develop and implement an Operations strategy and roadmap that aligns with the organization's goals and objectives.
  • Build strong relationships with business owners, act as their representative for the organization when applications, integrations, and systems are updated.
• Operational Stability
  • Oversee technical operations, systems functions, and infrastructure, ensuring high availability, reliability, and performance.
  • Collaborate with cross-functional teams to identify and resolve operational issues promptly.
  • Implement monitoring and alerting solutions to proactively address potential disruptions.
  • Maintain hardware and software inventories, track and manage software licenses and user accounts.
• Team Leadership
  • Lead and mentor a team of DevOps and Systems professionals, fostering a collaborative and innovative team culture.
  • Conduct regular performance reviews, set goals, and provide ongoing feedback to team members.
  • Encourage professional development and training opportunities for team members.
  • Design and administer systems for tracking and improving staff productivity. Work with team members to correct deficiencies.
  • Participate in the employee interview/selection process. Train, evaluate, and communicate with department staff.

• Documentation
  • Establish and maintain comprehensive documentation for all aspects of the IT Operations processes, including architecture, configurations, and procedures.
  • Ensure that documentation is up-to-date, easily accessible, and aligned with industry best practices.
  • Conduct regular reviews of documentation to identify areas for improvement and optimization.
• Processes Improvement
  • Drive continuous improvement initiatives within the IT Operations workflow, identifying opportunities to enhance efficiency, reduce bottlenecks, and streamline processes.
  • Implement industry best practices and standards to optimize operations and change management.
  • Collaborate with teams to implement automation solutions that improve workflow and reduce manual intervention.
  • Help manage the definition, implementation and integration of quality principles and quality processes into the IT Operations processes.
• Security
  • Collaborate with governance/cybersecurity team to embed security practices throughout the IT Operations pipeline.
  • Ensure that security measures are integrated seamlessly into the development and deployment processes.
• Tooling and Automation
  • Identify, implement, and manage tools and technologies that facilitate automation of security checks and testing within the development process. This involves building pipelines working with the Engineering, QA and deployment teams.

• Compliance
  • Ensure compliance with industry standards and regulations (e.g., SOC, HIPAA, MAR ) and lead efforts to pass security audits and assessments.

Key Competencies

Leaders within MCHO are expected to lead with integrity, humility, strategic vision, curiosity, and discipline. They must be self-motivated, highly effective and compassionate communicators, effectively leading people, managing work processes, and actively engaging in continuous process improvement.

• Excellent priority and time management skills; Can effectively implement multiple projects.
• Ability to organize information in an effective manner, to showcase relationships, qualities, quantities, and priorities, in a non-trivial but accessible and impactful manner.
• Willingness to partner with business professionals or groups (which may include group speaking) in order to evangelize IT efforts in our workplace.
• Supervisory experience.
• Ability to organize information in an effective manner, to showcase relationships, qualities, quantities, and priorities, in a non-trivial but accessible and impactful manner.

Must have excellent communication skills and ability to interpret and/or discuss terminology or concepts not familiar to others as well as regularly provide advice and recommend actions involving rather complex issues. Efficiently gather business requirements from a wide variety of Community Options people with varying degrees of technical experience and implement solutions that meet these people’s needs.

Health Option diversity initiatives are applicable—but not limited—to our practices and policies on recruitment and selection; compensation and benefits; professional development, and training; promotions; transfers; social and recreational programs, and the ongoing development of a work environment built upon the premise of diversity equity, which encourages and enforces:

• Respectful communication and cooperation between all employees.
• Teamwork and employee participation, permitting the representation of all groups and employee perspectives.
• Work/life balance through flexible work schedules to accommodate employees’ varying needs.
• Employer and employee contributions to the communities we serve to promote a greater understanding and respect for diversity.

Qualifications

• Bachelor degree in Computer Science, Math, Economics, Statistics, related field or comparable job experience.
• Experience with DevOps, SDLC and internal helpdesk processes and tools, e.g., integration, testing, delivery, deployment, monitoring, and planning.
• Experience in practical management of operational technical functions such as pipelines, change control, etc. Demonstrated familiarity with tools such as Azure DevOps or Atlassian Jira.
• At least two years of technical team leadership and/or managerial experience.
• Excellent writing skills.
• Ability to interpret complex data from multiple data sources and develop findings and recommendations.
• Exceptional analytical and conceptual thinking skills.
• Ability to learn quickly, absorb and understand complex systems and processes.
• The ability to influence stakeholders and work closely with them to determine acceptable solutions.

Preferred

• Experience in healthcare industry with knowledge of healthcare data.
• Familiarity with Microsoft technical ecosystem (e.g., C#, SQL Server, Azure DevOps)
• Familiarity with multiple project management methodologies, especially Kanban, Scrum, and waterfall.

Reports To: Director of IT