Manager, Technology - Infrastructure in Saint Louis, MO

$150K - $200K(Ladders Estimates)

Lumeris   •  

Saint Louis, MO 63101

Industry: Healthcare


11 - 15 years

Posted 55 days ago

Position Summary:

As a Technology Manager in IT Operations Department, you will lead an Infrastructure support team focused on the management and monitoring of the performance of data-center technology support teams, ensuring that service levels are achieved, and customer expectations are met or exceeded. You will immediately contribute to critical and challenging problems within an Engineering culture that is highly collaborative with a lean start-up mentality. The position is responsible for ensuring the staff are meeting expectations for performance, meeting defined metrics/benchmarks, and that standards and processes are followed to provide effective customer service.Job Description:

Role and Responsibilities

  • Responsible for providing day to day technical management and process guidance on data-center technologies
  • Ensures 24x7 application software availability in support of mission critical business services
  • Continually strives to deliver all solutions at world class performance through disciplined daily operational procedures, capacity planning, performance analysis, contingency planning and monitoring strategies
  • Continually strives to deliver all solutions at world class performance through disciplined daily operational procedures
  • Works across all functional areas of the company to reproduce and resolve customer issues, achieving high levels of customer satisfaction. The right candidate will be an empowered self-starter, familiar with working in a fast pace environment.
  • Engage in projects and tickets, ensuring the tickets are meeting SLA and guiding the team in prioritization of work, technology solutions and incident resolution
  • Manage the queue of tickets escalated from the Service Desk to ensure courteous, timely and effective resolution of incidents.
  • Contribute to escalated problem resolution by giving technical assistance and direction to engineering teams in resolving critical issues/outages with external vendors (SaaS) and internal applications
  • Analyze performance of data-center technology activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future incidents. Facilitate a feedback loop to empower your team for the fastest resolution to issues through training and documentation.
  • Work closely with Problem Management team to identify root cause
  • Ensure runbooks are in place that define day-to-day support, maintenance, troubleshooting knowledgebase of the infrastructure
  • Receive assignments in the form of objectives and determine how to use resources to meet schedules and goals
  • Assess and communicate risks based on complexity, resource and timeline constraints
  • Responsible for coaching engineers to improve their skillset and grow their careers
  • Develop and foster a culture that is focused on providing value to customers and a mindset of continual improvement

Experience, Qualifications, and Education

  • Bachelor's Degree in Computer Science or equivalent job related experience
  • Requires at least 10 years of IT Infrastructure experience and at least 5 years of management/lead experience over an Infrastructure support team
  • Proven experience managing an engineering team, including individuals in leadership roles in a high paced Enterprise environment
  • Experience working with Agile development methodologies
  • Requires solid communication and interpersonal skills; with the ability to work constructively in a collaborative team environment
  • Experience leading teams through technical conversions
  • Previous experience in the healthcare industry preferred
  • ITIL (V3 or newer) certification preferred

Valid Through: 2019-10-14