Technical Manager - Security

Volantsoft Inc•Boston, MA

5d•Hybrid

About The Position

This role involves managing and supporting the technical configuration and operational integrity of various environments, including SaaS and on-premises solutions. The Technical Manager will be responsible for user access, data status, functional configuration, integration status, and monitoring operational protocols. They will also oversee software upgrades, configuration updates, infrastructure performance, and Service Level Agreement (SLA) metrics for SaaS operations. The position requires designing and implementing cross-system monitoring solutions, working with various teams to manage integrated touchpoints, and providing regular written communications on environment status and operational plans. The role also includes ensuring the quality of operational documentation, assisting in all testing phases, overseeing systems training, defining troubleshooting protocols, coordinating with vendors for upgrades and maintenance, managing data refreshes, and participating in program maintenance and operations workstreams. This includes advising on operational processes, identifying gaps, defining maintenance functions, aligning components with solutions like Workday, recommending procedures for day-to-day operations, aligning roles and responsibilities with vendors, recommending procedures for SLA compliance and troubleshooting, managing future upgrades, supporting technical workstreams, and working with risk and compliance leads on data security, disaster recovery, and end-user security provisioning.

Requirements

Experience in technical configurations, technologies, and processing environments in one or more projects of similar size and complexity to BEST
Experience with system administration and monitoring for various application platforms, particularly SaaS delivery models
Demonstrated experience leading root-cause analysis (RCA) document creation and working with other administrators or integration developers to drive resolution
Experience with all phases of large program system implementation, including requirements definition; testing: unit, system, integration, parallel, user acceptance; go-live conversion; and post go-live ongoing operations
Experience with LAN/WAN/VPN and remote network technologies and protocols (such as TCP/IP, HTTP, FTP, Ethernet), routers, hubs, and servers
Experience learning new technologies and vendor solutions and applying past experience to understand complexity and potential risks quickly
Excellent customer service attitude
Demonstrated written and verbal communication and interpersonal skills
Experience with Agile based operations
Demonstrated ability to work across multiple operational delivery partners and ensure quality and compliance to enable a business solution
Demonstrated experience working in a 24x7 operational environment and business solution
Bachelor's degree in computer science, system analysis or a related study, or equivalent experience
Minimum of seven years of overall IT experience
Minimum of at least one large application migration project
Minimum of three years of experience in operations architecture or definition role

Responsibilities

Manage and support the overall configuration of each environment in coordination with SI and Vendor, including user access status; data status; solution functional configuration (high level); integration solution status; monitoring SI and product vendor operational protocols and mitigation of identified issues; manage timing and procedures for software upgrades and configuration updates; monitor performance of the infrastructure hosting solution; oversee Service Level Agreement (SLA) metrics for SaaS operations and support/maintenance services.
Manage and support the detail configuration of each environment aligned with program business, testing, and technical needs: functions-specific configuration and version; batch jobs supporting daily and other timing requirements; assisting in management of end user security; support on-going and new configuration tasks.
Design and implement a cross-system monitoring solution, including Cloud SaaS vendor, legacy on-premises vendor solutions, EOTSS responsible services, and other tasks supporting the management of the end state business solution.
Work with Commonwealth and BEST teams to implement, monitor status, and operational performance of connected Commonwealth integrated "touch points" appropriate for each environment, including: CIW (data warehouse), Single Sign-On (SSO), Mobius (reporting), Time Reporting System(s), PrintShop, MOVEit (file sharing tool); oversee and align typical operational support tasks such as data backups, application and network performance monitoring, and data.
Provide regular written communications on: reporting environment status; coordination issues with CMW touchpoints, SI, product vendor, agencies, or others; regular status updates and status reports on the condition of each environment and its future plans.
Ensure quality and effectiveness of operational documentation.
Assist all phases and cycles of testing, including end-to-end testing, user acceptance testing, payroll parallel testing, and pre go-live operational solution testing.
Assist execution of "tabletop" operational reviews of end-to-end go-live operational processes.
Oversee on-going systems training for system administrators and operational support staff.
Define protocols and tools to troubleshoot the system to maintain operational integrity and security.
Coordinate efforts with SI and product vendor for upgrades and routine maintenance.
Manage, oversee, and communicate the data refreshes into the various environments.
Participate in the BEST Program Maintenance and Operations Workstream to enable the future state operational solution, including: advise on operational processes for business and IT; identify gaps in future state on-going operations; define regular/monthly maintenance functions; align CMW managed components with Workday solution; recommend procedures and organizational structures for day-to-day running of the new HR/Payroll solution; align with SI, product vendor and Commonwealth on roles and responsibilities for on-going systems maintenance, upgrades, defect fixes, and SLA reporting; recommend procedures and tools for SLA compliance, troubleshooting, patches, and escalations; recommend procedures for managing future upgrades; support program technical workstreams (data conversion, integration, security, data oversight); work with the BEST Risk and Compliance Lead on vendor data security monitoring procedures; align with CTR, BEST, and EOTSS on disaster recovery testing and documentation; work with the BEST Risk and Compliance Lead on end user security provisioning procedures and compliance requirements; participate in generating detailed operational procedures across multiple delivery partner environments and teams.