Manager, Technology Platform Operations Support at Emergent Holdings in Southfield, Michigan

Posted in Other 26 days ago.

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Job Description:

SUMMARY:

The Manager, Technology Platform Operations Support is responsible for managing a 24/7 operations staff, including the running of all IT platform operations and support processes, gathering and communicating various operational performance issues and metrics, and ensuring that these metrics are effectively used to improve Advantasure platform operations. This is an extremely critical role with direct impact to customer business fulfillment.

RESPONSIBILITIES/TASKS:
  • Creates reports for team and individual productivity statistics.
  • Attends meetings for operational, CAB, and incident review awareness.
  • Sets up and monitors individual performance plans.
  • Develops improvements for current processes.
  • Manages change requirements for new features and functionality.
  • Oversees scheduling based on requests from the client or project team.
  • Resolves issues impacting clients.
  • Reviews site statistics based on monthly usage reports.
  • Creates dashboards (in Excel and/or JIRA) and detailed reports on site usage.
  • Finds ways to re-factor existing workflows to improve efficiency.
  • Works with various departments to define and document requirements for new functions and monitors to validate functionality.
  • Awareness of importance of security protocols and SLAs.
  • Works with vendors and clients to set up FTP workflows.
  • Creates a staffing plan for 24/7 coverage and monitors and makes adjustments as needed to optimize team productivity.
  • Participates in development of annual departmental budget, monitors budget, and identifies budget discrepancies. Researches cause and makes recommendations.
  • Responsible for balancing workload to optimize the effectiveness of the department


DIRECTION EXERCISED:

Directly supervises exempt and non-exempt staff in accordance with company policies and applicable Federal and State Laws. Responsibilities include, but are not limited to, effectively interviewing, hiring, terminating, and training employees; planning, assigning, and directing work; appraising performance; rewarding and counseling employees; addressing complaints and resolving problems; supporting and encouraging the engagement process.

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.
EMPLOYMENT QUALIFICATIONS:

EDUCATION:

Bachelor's degree in a related field. Relevant combination of education and experience may be considered in lieu of degree. Continuous learning, as defined by the Company's learning philosophy, is required. Certification or progress toward certification is highly preferred and encouraged.

EXPERIENCE:

Seven years or more experience in an Enterprise level applications and Customer applications with responsibilities for 24x7 Production Support. Experience in customer production operations support environment with demonstrated technical experience that provides the necessary knowledge, skills, and abilities. Three years supervisory or leadership experience in complex enterprise platform computer operations required. Previous Workers Compensation experience preferred. Bilingual skills preferred.

SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED:
  • Working knowledge of workflow process for job scheduling tools.
  • Working knowledge of server and application relationships.
  • Understanding of Dev, QA, Test, and Production environments to assist in job scheduling and troubleshooting.
  • Understanding of production systems criticality and be able to prioritize across multitude of tasks.
  • Must demonstrate leadership ability and team building skills to effectively supervise professional and non-professional staff and interact with all levels of management.
  • Ability to work with and empower others on a collaborative basis to ensure success of unit team.
  • Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions, and employing active listening techniques.
  • Ability to effectively present budgetary and/or cost information, and respond to questions as appropriate.
  • Ability to establish workflows, to manage multiple projects, and to meet necessary deadlines.
  • Technically proficient in scripting language such as PERL, Python.
  • Ability to understand systems monitoring tools, such as Nagios.
  • Working knowledge of collaboration tools, such as Confluence.
  • Working knowledge of ticketing systems and JIRA.
  • Excellent communication, problem solving, and analytical skills, and strong attention to detail.
  • Proficient in MS Office suite of tools (Excel, Access, Word, PowerPoint).


WORKING CONDITIONS:

Work is performed in an office setting with no unusual hazards.

The qualifications listed above are intended to represent the minimum education, experience, skills, knowledge and ability levels associated with performing the duties and responsibilities contained in this job description.

We are an Equal Opportunity Employer. Diversity is valued and we will not tolerate discrimination or harassment in any form. Candidates for the position stated above are hired on an "at will" basis. Nothing herein is intended to create a contract.