Platform Operations Technology Manager

Location: New Brunswick, NJ
Date Posted: 07-27-2016
Position: Platform Operations Technology Manager
Location: New Brunswick, New Jersey
Duration: 12 Months
 
The Platform Operations Technology Manager will serve as the Team Lead for Technical Operations (TechOps) and is responsible for ensuring the day-to-day integrity and service of the SaaS  infrastructure and assets (digital customer-facing product) supporting all of our internal and external customer services.
 
Reporting to the Senior Manager of Technical Operations, this person supervises a team of platform engineers, systems administrators, DBAs and DevOps engineers, providing 24/7/365 service availability within a healthcare-compliant set of solutions.  This role holds shared responsibility with architecture, security and product teams to determine strategy and design around infrastructure and vendor-based services, and then works with the rest of the Technical Operations team and shared services, and vendor teams to implement and operate the services at the determined OLAs and SLAs.  This role works closely with Operations management to ensure proper change management practices, including proper communication to customers, vendors and internal teams.
 
Responsibilities:
  • Supervising the activities of the Tech Ops team and ensuring successful execution.
  • Lead, coach, and mentor a team of engineers, systems administrators and technology specialists (SMEs) that support the development and production platforms .
  • Build a culture of customer service and satisfaction based on operational excellence, big picture understanding, continuous improvement, and proactive thinking.
  • Managing development and production network infrastructure as well as the ongoing monitoring of those networks to ensure that they meet our service level agreements with external and internal customers.
  • Day to day governance of the managed or co-managed environments.
  • Providing architecture oversight regarding infrastructure technology to ensure scalability, stability and security.
  • Responsibility for the design and delivery of network infrastructure services in a multi-platform environment (Linux, Windows). This includes support for a development network, production networks or solutions, and integration with corporate network and outside vendors.
  • Ensuring the proper operation of systems, processes and/or assets. Maintain IT environment by identifying requirements and implementing processes to monitoring performance, ensuring the achievement of all SLAs, process requests for changes, ensure organization standards are followed.
  • Infrastructure asset management for environments
  • Capacity planning of environments – particularly to ensure capacity and availability of productions systems in accordance with customer SLAs. Coordinate with development, architecture and QA
  • Availability management – must ensure proper monitoring and reporting of all platforms, including involvement in DR strategy and implementation, backup strategies, redundancy design and 24/7/365 availability of staff
  • Ensure that all systems comply with corporate guidelines related to system management, monitoring, and issue resolution.
  • Design and generate utilization dashboards and reports that indicate system health and status
  • Work with hosting partners, support partners, and operations teams to remediate Technical Operations production issues on a 24x7 basis.
  • Participate in forums to ensure proper change management impacting infrastructure.
  • Facilitate appropriate customer communications around Technical Operations incidents and events that impact end users and economic buyers
  • Manage, document, and enhance both automated and manual operational processes, seeking to move the organization toward automated, repeatable processes wherever appropriate
  • Review and improve monitoring tools and known error database systems and processes to facilitate faster problem resolution (e.g. lower Mean Time to Resolve).
  • Work closely with compliance and security, to provide a strong level of integrity and auditability to all systems and processes, particularly those processing or containing sensitive data
  • Track key metrics of the infrastructure, such as uptime, response time and outage events to report into Operations.
  • Cross functional Tech Ops SME – consulting on new solutions or customer implementations, vendors and processes that may impact Tech Ops or customer service integrity
 
 
Qualifications
  • Bachelor’s degree in the field of computer science, information technology or related field or 10+ years IT experience
  • 7+ years of relevant technical experience working in large scale production operations, preferably with internet based web delivery companies (SaaS or other models) is required
  • Direct or indirect people management experience strongly preferred
  • Network architecture and security (routers, switches, firewalls, VPN, IDS/IPS/WAF, load balancers) is required
  • Server infrastructure management - physical and virtual (VMware)
  • Storage solutions (SAN, NAS, backup models)
  • Linux and Windows enterprise OS (Red Hat, CentOS, SUSE)
  • Associated services such as authentication (LDAP, AD), DNS, DHCP, etc.,
  • Security including hardening, antivirus, change monitoring, logging
  • Other specific skills & technologies: Jboss, Nginx, Apache, PHP, Drupal, MySQL, Oracle, JIRA, monitoring tools (application and infrastructure)
  • Additional helpful skills: Foreman, Puppet, Docker, Cognos, Pentaho, JIRA, Splunk, Tidal, as well as familiarity with software development tools, development life cycle management, release management, software configuration management, software testing tools, and DevOps methodologies.
  • Six Sigma, Lean Six Sigma, Agile, Scrum, or Capability Maturity Model certification is preferred
  • Project Management certification is preferred
  • ITIL Foundation or higher certification is preferred
  • Experience in the Healthcare industry is preferred
  • Experience working with IT security and/or risk management organizations is preferred
 
Contact : Samuel McClain
samuel.mcclain@technosoftcorp.com
Office - 248-603-2675
Mobile - 248-885-6685
 


At least a bachelor’s degree in Computer Science, Engineering or related field or an equivalent in education is required for this position.
We are an Equal Opportunity Employer.
Samuel McClain
Technical Recruiter, Technosoft Corporation
Technosoft Corporation
28411 Northwestern Hwy., Suite 640
Southfield, MI 48034
Office - 248-603-2675
Mobile - 248-885-6685
samuel.mcclain@technosoftcorp.com
www.technosoftcorp.com
or
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