Senior Manager, Systems Engineering & Operations

BlueCross and BlueShield of Massachusetts • Boston, MA

60d

About The Position

We're looking for a highly skilled and experienced Support Manager to lead our technical support team. The ideal candidate will have a background in technical support or Site Reliability Engineering (SRE) and will be the primary driver for ensuring the reliability, performance, and security of our services in a hybrid on-premises and cloud-based environment. This role requires a leader who can blend deep technical knowledge with exceptional management skills.

Requirements

• Proven experience in a technical support management or SRE leadership role.
• Deep knowledge of public cloud platforms, specifically AWS and/or Google Cloud.
• Strong API troubleshooting skills and a solid understanding of API Gateway concepts.
• Hands-on experience with monitoring and logging tools like Splunk.
• Familiarity with containerization and orchestration technologies, especially EKS, OpenShift (OCP), and Tanzu.
• Experience with enterprise integration platforms, such as IBM Integration Bus (IIB) and WebSphere, or similar technologies.
• Strong understanding of ITIL principles, particularly end-to-end incident and change management including participation in Change Advisory Board (CAB) meetings.
• Experience with Confluent (Kafka), Cloud DBs (Postgres and Dynamo), Oracle DBs, security protocols (for example ForgeRock), Network protocols, certificate management, Jira.
• Excellent problem-solving and communication skills.

Nice To Haves

• Experience in the healthcare industry or with healthcare-specific technologies like EDIFECS/EDI transactions.
• Previous experience managing support in an environment subject to regular audits (e.g., HIPAA, SOC 2).
• Hands-on experience with Apigee Gateway.
• Relevant certifications such as AWS Certified Solutions Architect, Google Cloud Professional, or ITIL Foundation.

Responsibilities

• Incident & Problem Management: You'll be the primary escalation point, leading your team through critical incidents and ensuring effective resolutions. You'll perform root cause analysis to prevent future issues.
• Team Leadership & Development: You'll lead daily stand-up meetings to set priorities, provide coaching in one-on-one sessions, and foster a culture of continuous learning. An understanding of Agile methodologies is key to managing your team's workflow.
• Change & Release Management: You will oversee and approve all planned system changes and maintenance to minimize risk and service disruption.
• Cross-Functional Collaboration & Strategy: You will act as a key liaison between the support team and other departments, ensuring operational documentation is accurate and up-to-date. You'll also work with engineering and product teams to provide feedback on customer pain points and contribute to long-term strategic initiatives.
• Performance Monitoring & Analysis: You'll proactively analyze metrics from tools like Splunk to identify potential issues before they impact performance.

Benefits

• We offer comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Religious, Grantmaking, Civic, Professional, and Similar Organizations
• Education Level: High school or GED