Technical Operations Manager

Sectra•Shelton, CT

6d•Remote

About The Position

The Technical Operations Manager at Sectra is a senior technical leadership role responsible for the technical deployment, ongoing integrity, stability, and operational excellence of customer solutions within an assigned portfolio. This role leads and develops teams of engineers responsible for deploying, supporting, and continuously improving complex healthcare IT environments. You will serve as a key technical partner for our customers, providing leadership across technical delivery, operational priorities, escalations, and the long-term health of their Sectra environments. Working closely with Program Managers, Customer Success Managers, and other teams across Sectra, you will help connect customer priorities with technical execution. You will ensure engineering teams have the direction, capabilities, and resources needed to deliver reliable solutions while continuously improving how we work. This is an opportunity for an experienced technical leader who enjoys developing people, solving complex problems, and creating the structure and technical direction needed for teams and customers to be successful.

Requirements

Experience in technical leadership roles
Experience developing people
Experience solving complex problems
Experience creating structure and technical direction
Experience with customer deployments, ongoing operations, upgrades, and other complex technical initiatives
Experience with incident management
Experience assessing technical feasibility, dependencies, risks, and readiness of delivery plans and timelines
Experience driving continuous improvement efforts
Experience leading, coaching, and developing engineering teams
Experience as a hiring manager for engineering roles
Experience developing team capabilities
Experience setting clear expectations, providing regular feedback, and creating accountability
Experience supporting engineer development through coaching, career conversations, and opportunities for increased responsibility
Experience fostering a collaborative environment
Experience managing technical and operational backlogs
Experience ensuring teams operate in alignment with guidelines and agile ways of working
Experience leading sprint planning, backlog refinement, and retrospectives
Experience balancing customer priorities, operational needs, technical risk, and engineering capacity
Experience monitoring engineering workload and capacity
Experience partnering with Program Managers
Experience collaborating with Customer Success Managers
Experience working across teams to solve complex technical challenges and coordinate resources
Experience communicating technical risks, dependencies, resource needs, and operational priorities
Ability to travel as required for internal and customer engagements, up to 25%

Responsibilities

Serve as a key technical and support-facing partner for customers within your assigned portfolio
Provide technical leadership across customer deployments, ongoing operations, upgrades, and other complex technical initiatives
Lead the response to technical escalations, incidents, and complex support issues impacting customer environments
Oversee incident management activities, ensuring strong coordination, communication, resolution, and follow-through
Ensure the technical integrity, stability, scalability, and long-term supportability of customer solutions
Assess technical feasibility, dependencies, risks, and readiness of delivery plans and timelines
Drive continuous improvement efforts to streamline deployments, strengthen operational performance, reduce incidents and rework, and proactively address technical debt
Lead, coach, and develop engineering teams responsible for customer delivery and ongoing technical operations
Serve as the hiring manager for engineering roles, building teams with the right staffing levels and mix of technical competencies
Develop the capabilities needed within the engineering team to support both current customer needs and longer-term portfolio strategies
Identify competency and development needs and support training, onboarding, knowledge sharing, and continued technical growth
Set clear expectations, provide regular feedback, and create accountability for individual and team performance
Support engineers in their continued development through coaching, career conversations, and opportunities to take on increased responsibility
Foster a collaborative environment that encourages curiosity, ownership, continuous learning, and knowledge sharing
Manage the near-term technical and operational backlog for portfolio engineering teams
Ensure engineering teams operate in alignment with Sectra Customer Operations guidelines and agile ways of working
Lead sprint planning, backlog refinement, and retrospectives in partnership with the Program Manager
Balance customer priorities, operational needs, technical risk, and engineering capacity when planning work
Ensure clear ownership and follow-through across technical deliverables, incidents, and improvement initiatives
Monitor engineering workload and capacity to ensure resources are effectively aligned with customer and portfolio priorities
Partner closely with Program Managers to align technical execution with overall delivery plans, priorities, and timelines
Collaborate with Customer Success Managers to align technical priorities with long-term portfolio plans and customer strategy
Work across Customer Operations and other Sectra teams to solve complex technical challenges and coordinate resources
Communicate technical risks, dependencies, resource needs, and operational priorities clearly to technical and non-technical stakeholders
Bring the engineering perspective into portfolio planning and customer discussions to help shape strong, sustainable solutions