Systems and Technology Manager

Management & Training Corporation•San Francisco, CA

18h•Hybrid

About The Position

The Systems and Technology Manager is a senior technology leader responsible for oversight of the systems, technology vendors, operational performance, and production technology environment supporting the FasTrak program. Under the general direction of the Assistant Director, the position works with business, operations, and technology stakeholders, consultants, contractors, and vendors to ensure contractor-operated technology platforms and services support BATA's operational, customer service, revenue collection, and business objectives. The manager serves as BATA's primary technical representative for the Back Office System (BOS), supporting technology platforms, and related service providers. The role includes technology strategy, vendor oversight, operational performance monitoring, incident management, service delivery oversight, technology planning, risk management, and continuous improvement. It provides leadership to a small team of staff, consultants, and contractors and represents BATA in coordination with regional toll operators, partner agencies, and industry organizations. MTC, through the Bay Area Toll Authority (BATA), collects toll funds to support major projects for bridges, roads, and the Bay Area transportation network. BATA manages the regional FasTrak Customer Service Center, which provides account management, transaction processing, call center operations, web services, payment processing, customer communications, violation image review, and violation noticing for electronic toll collection at Bay Area bridges and express lanes. Third-party vendors operate the Customer Service Center and provide underlying systems, including the phone system, IVR, website, and BOS.

Requirements

Equivalent to a bachelor's degree from an accredited college or university, with major coursework in planning, civil engineering, environmental science, business or public administration, or a related field.
Seven years of increasingly responsible professional experience administering programs in a field related to the assignment area, or an equivalent combination of training and experience providing the required knowledge, skills, and abilities.
Knowledge of principles and practices related to complex back-office systems, transaction processing, system performance monitoring, technology delivery, and system lifecycle management.
Knowledge of project and program management, strategic planning, risk management, contract administration, procurement, negotiation, and dispute resolution in a technical or system environment.
Ability to analyze complex technical, institutional, financial, and programmatic issues; evaluate alternatives; and develop practical recommendations supporting strategic decisions.
Ability to lead and coordinate staff, consultants, contractors, and other technical resources, including direct reports and cross-matrixed teams.
Ability to establish and maintain effective working relationships with BATA leadership, agency staff, Board members, regional partners, consultants, vendors, and other stakeholders.
Ability to develop and implement system strategies, technology initiatives, business capabilities, and continuous-improvement efforts consistent with industry best practices.
Ability to interpret and apply federal, state, and local laws, regulations, policies, contractual requirements, and technology standards.
Ability to communicate complex technical and program information clearly to technical and non-technical audiences through reports, presentations, recommendations, and executive briefings.
Applicants relying on a degree issued by an institution outside the United States to meet minimum qualifications must submit an academic credential evaluation and proof of equivalency with the application, subject to the stated exceptions.

Nice To Haves

Experience in tolling and/or transportation programs is preferred but not required.

Responsibilities

Provides strategic and operational oversight of contractor-operated technology platforms and services supporting the FasTrak program.
Oversees system performance, operational reliability, service availability, operational readiness, and continuous improvement of the BOS and supporting technology environment.
Serves as BATA's primary technical representative for contractor-operated systems and technology services.
Reviews system performance metrics, service-level reporting, operational trends, incident reports, root-cause analyses, corrective action plans, and vendor performance measures.
Leads system operations, incident management, root-cause analysis, operational recovery, and implementation of corrective actions to ensure reliable system performance.
Directs development and refinement of business requirements, business rules, operational workflows, and functional solution designs supporting FasTrak business capabilities.
Supports evaluation of proposed system enhancements, technology solutions, and operational improvements for alignment with BATA's business objectives and operational needs.
Provides technical leadership through planning, design, implementation, testing, deployment, and post-implementation transition of major BOS initiatives.
Directs technical activities of vendors and consultants to support successful delivery of technology solutions.
Reviews technical deliverables, evaluates alternative approaches, resolves complex technical issues, and provides recommendations for executive decision-making.
Monitors production performance, operational trends, customer impacts, and service metrics to identify continuous-improvement opportunities.
Leads system-readiness activities for production releases, maintenance, disaster-recovery exercises, and business-continuity plans.
Evaluates processes against system capabilities, performs gap analysis, and identifies solutions for evolving and emerging program needs.
Identifies, assesses, and mitigates technical risks affecting system performance, security, and future initiatives.
Represents BATA in technical coordination with regional toll operators, partner agencies, consultants, and technology vendors to support interoperability and tolling initiatives.
Performs other related duties as assigned.