Senior Manager, Systems Engineering & Operations
About The Position
Ready to help us transform healthcare? Bring your true colors to blue. What We Need 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. What You'll Be Doing (Your Day-to-Day) 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.
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.
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
Number of Employees
1,001-5,000 employees
