Manager, Technical Operations

Full Time

Job Description

Blue Shield of California's mission is to ensure all Californians have access to high-quality health care at a sustainably affordable price. We are transforming health care in a way that truly serves our nonprofit mission by lowering costs, improving quality, and enhancing the member and physician experience.

To fulfill our mission, we must ensure a diverse, equitable, and inclusive environment where all employees can be their authentic selves and fully contribute to meet the needs of the multifaceted communities we serve. Our comprehensive approach to diversity, equity, and inclusion combines a focus on our people, processes, and systems with a deep commitment to promoting social justice and health equity through our products, business practices, and presence as a corporate citizen.

Blue Shield has received awards and recognition for being a certified Great Place to Work, best place to work for LGBTQ equality, leading disability employer, one of the best companies for women to advance, Bay Area's top companies in volunteering & giving, and one of the world's most ethical companies. Here at Blue Shield of California, we are striving to make a positive change across our industry and the communities we live in - join us!

Your Role

The Production Application Infrastructure Management team provides support for critical business applications . The Manager of Production Application Infrastructure Management will report to the Senior Manager, Application Infrastructure Management . In this role you will assure increasingly reliable and stable production operations of business applications and related infrastructure .

Your Work

In this role, you will:
  • Manage employee work assignments, provide broad direction and guidance, identify training needs, coach, and give feedback on employee performance, make decisions with respect to the hiring, firing, advancement, promotion or any other change in the status of direct reports
  • Contingent workforce management: planning and provisioning for flex staffing through contractors and consultants including work agreements, on/off-boarding, budget management, and service delivery oversight
  • Develop and maintain the team's service delivery and staffing model to optimize quality, costs, throughput, and scalability to meet demand
  • Define and maintain the team's service catalog aligned to customer needs with corresponding service level agreements (SLA) and management of performance against those SLAs
  • Oversees the installation of approved production-ready changes and new applications into production operations
  • Ensures system maintenance activities are routinely executed to prevent system problems including all compliance activities
  • Ensures system incidents and problems are properly identified and effectively resolved in accordance with service-level agreements
  • May act as the primary contact for system failures and leads efforts to coordinate IT response and resolution and provides appropriate status of critical system incidents to IT leadership
  • Executes and oversees the analysis of root causes, including deficiencies in technology, process, or resource capabilities
  • Collaborates with internal business units to coordinate support and improve daily operations, reduces manual intervention in daily operations
  • Develops and implements improved internal capabilities and appropriate metrics
  • Champion technical solutions to automate processes or functions to improve IT operations and service delivery
  • May provide 24x7 on-call technical support for resolution of system failures as necessary
  • Adheres to and supports the Core Values of Blue Shield of California

Your Knowledge and Experience
  • Bachelor's degree in Management Information Systems, Computer Engineering or Computer Science or equivalent professional experience
  • 10 or more years of general IT experience with at least 3-6 years of prior managerial level experience related but not limited to:
    • Production application support
    • Application and/or server engineering and operations
    • Application delivery support
    • Software/system development lifecycle
    • Project management; vendor management; customer relationship management

Technical (Familiarity with Below Technologies):
  • CI/CD tools, i.e., Bitbucket/Git, Jenkins, NexArtifactory, etc.
  • Cloud platforms, i.e., AWS, Azure, Google Cloud, VMWare, Kubernetes, etc.
  • Configuration Management tools, i.e., Ansible, Ansible Tower, Puppet/Chef, SCCM, etc.
  • Orchestration tools, i.e., ServiceNow, VMWare vRO, etc.
  • Technical platforms: IBM WebSphere product suite, Microsoft Windows, Red Hat Linux (RHEL) and/or AIX operating systems, NAS, SAN storage systems, DB2, Oracle and SQL databases
  • Infrastructure and server theories, principles, architectures, and concepts
  • IaaS solutions, design, implementation, and integrations
  • Familiarity with DR and high-availability architectures

  • Self-driven, must be able to organize, plan and execute work using Agile practices
  • Excellent interpersonal, communication, organization, and documentation skills
  • Learning Agility: Rapidly adapt to and learn modern technologies, products, and applications
  • Strong troubleshooting and problem determination skills
  • Teamwork: Promotes and fosters cooperation and collaboration among peers and other teams. Strong ability to build partnerships and influence others with the ability to earn the respect of technical personnel across application and infrastructure teams
  • Must be able to operate in a high-pressure environment while maintaining a productive attitude, ability to work through obstacles and comfort explaining complex technical issues to senior management

Nice to have:
  • Experience optimizing IT services through automation, standardization, process improvements and/or continual improvement programs
  • Experience with Agile methodology tools like Atlassian Jira & Confluence
  • Experience with Infrastructure as Code tools like Terraform, Puppet, etc.
  • Experience with supporting Healthcare Payer applications like Cognizant Facets, Pega CRM and BPM, McKesson applications
  • PMP, ITIL, Lean Six Sigma or other technical certifications
  • Healthcare/Payer operations experience

Our Values
  • Honest. We hold ourselves to the highest ethical and integrity standards. We build trust by doing what we say we're going to do and by acknowledging and correcting where we fall short
  • Human. We strive to be our authentic selves, listening and communicating effectively, and showing empathy towards others by walking in their shoes
  • Courageous. We stand up for what we believe in and are committed to the hard work necessary to achieve our ambitious goals

Dice Id : bluesh
Position Id : 220022J
Originally Posted : 2 months ago
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