Healthcare Technical Operations Delivery Director

HealthEdge

7d•Hybrid

About The Position

We are searching for a highly motivated Technical Operations Delivery Director to join our team. The IT Director will lead global teams supporting business operations of production applications critical to health plan administration. This role ensures high availability, performance, and security of applications hosted in both on-premises data centers and AWS cloud environments. The IT Director will collaborate with business leaders, technology teams, and vendors to maintain compliance with healthcare regulations and deliver exceptional service to internal and external stakeholders. Support teams manage incidents, monitor applications, schedule integrations, perform data reconciliation, analyze data, coordinate software deployments, prepares and conducts disaster recovery plans, prioritize service requests with customers, measure and meet SLA / CPI / KPIs, and perform low complexity software changes. The IT Director must build high performing teams of US based associates while coordinating with global support leadership. This role requires excellent communication, leadership, and critical thinking skills and must be an analytical person who is able to grasp customer needs and brainstorm ways to fulfill them.

Requirements

Bachelor’s degree in a related field.
Minimum 12 years of relevant work experience in leading technology and support teams
Exposure to an environment supporting multiple customers, functions, vendors or systems
Experience managing applications using: Java, Web Services, XML, SQL
Exposure to AWS Cloud Environment and on-prem infrastructure
Experience with Incident Management, Release Management and exposure to ITIL practices
Familiar with development, debugging and testing concepts
Experience with Agile tools and methodologies including JIRA, JSM, SCRUM, Kanban
Experience with CI/CD
Coach teams to quickly find and document root causes, and effectively communicate possible resolutions
Communicate effectively across all levels within Technology, Business and Operations
Approach problems as challenges and deal with them constructively while promoting this approach to the organization
Understanding the impact of system reliability on business processes and financial performance
PowerPoint, excel and presentation skills
Strong planning and coordination skills
Experience working in an offshore model is required

Nice To Haves

Experience working for a Healthcare company is preferred
Experience with HealthEdge solutions is desired

Responsibilities

Drive administrative savings through improved processes and consolidation
Ensure revenue optimization and generation through high system performance and reliability
Oversee health of enterprise production ecosystem through dashboards and other available tools
Ensure teams timely troubleshoot and resolve software issues with production applications
Create a center of excellence approach for Service Desk and Data Operations
Coordinate with other teams change and issue resolution activities related to network, middleware, hardware, OS, DB, and external application groups
Work with customers to strategize major operational events and large projects while ensuring the managers are appropriately prioritizing daily work with the customers
Oversee system maintenance and upgrade events across multiple vendors and customers
Direct teams onshore and offshore, across multiple shifts, customers and technologies
Use Jira Service Desk to improve workflow of ticket processes
Administer SLA management and reporting SLA metrics in a monthly operational formats and forums
Supporting the patch and updates to applications
Staff oversight including goal setting and performance monitoring
Comply with the organization’s Code of Conduct, all regulatory and contractual requirements, organizational policies, procedures, and internal controls.