INCIDENTS AND OPERATIONS MANAGER
Company: Capillary Technologies
Location: Minneapolis
Posted on: October 5, 2024
Job Description:
Operations/Technical Program ManagerLocation - Minnesota,
MNHybrid
About the Role:We are seeking a dedicated and experienced Technical
Operations Manager to oversee the day-to-day operations of
Capillary's healthcare vertical. This role demands a strong
background in technical program management, exceptional
organizational skills, and the ability to collaborate effectively
with both internal teams and external stakeholders. The Technical
Operations Manager will be responsible for managing all operational
aspects of the healthcare program, with a strong emphasis on
technical issue resolution, system integrations, and maintaining
service level agreements (SLAs).
Supervisory Responsibilities:
- Recruits, interviews, hires, and trains new technical
operations team members.
- Oversees the daily technical workflow of the department.
- Provides constructive and timely performance evaluations.
- Handles discipline and termination of employees in accordance
with company policy.
Key Responsibilities:
- Incident Management: Lead the incident management process for
critical and high-severity incidents, ensuring timely and effective
resolution. Act as the escalation point for complex issues,
providing guidance to other team members. Collaborate with senior
management and key stakeholders to communicate the status and
impact of ongoing incidents.
- Technical Program Management: Oversee all technical aspects of
the healthcare engagement program, ensuring seamless system
operations and alignment with the overall healthcare engagement
strategy.
- Client Point of Contact: Serve as the primary point of contact
for our client on all operational matters related to the program,
ensuring clear and efficient communication regarding timelines,
deliverables, technical issues, and resolutions.
- Technical Issue Resolution: Proactively identify potential
technical issues, particularly those related to file transfers,
APIs, and system integrations, and manage the resolution process.
Coordinate with relevant teams to ensure timely and effective
solutions, minimizing downtime and disruption.
- Project Coordination: Coordinate with internal technical teams
to research, troubleshoot, and resolve issues, ensuring that all
tasks are prioritized and completed efficiently. This includes
managing API integrations, file transfers, and system
workflows.
- Stakeholder Communication: Maintain open lines of communication
with the client and internal teams, providing regular updates on
program status, performance metrics, and any technical challenges
or resolutions.
- Performance Monitoring: Track and analyze program performance
metrics, particularly those related to system uptime, response
times, and SLA adherence. Identify areas for improvement and
implement necessary technical changes.
- SLA Management: Ensure that all technical operations adhere to
the agreed-upon service level agreements (SLAs), taking immediate
action to address any potential breaches.
- Expectation Setting: Clearly set and manage expectations with
the client regarding timing, technical deliverables, and potential
challenges.
- Documentation: Maintain comprehensive technical documentation
of program processes, issues, resolutions, and performance metrics,
including details on system integrations and API usage.
- Continuous Improvement: Identify opportunities for process and
technical improvements, implementing best practices to enhance
program efficiency, system reliability, and technical
effectiveness.
- Escalation: Serve as a key Tier 3 escalation point for
technical issues with our healthcare partner, requiring
availability for on-call support during critical times.
Qualifications:
- Experience: Minimum of 5 years of experience in technical
operations or program management, preferably within a global or
multinational organization.
- Education: Bachelor's degree in information technology,
computer science, or a related field. Advanced degree or
certifications in technical program management or operations
management is a plus.
- Technical Skills: Strong technical skills, including experience
with file transfers, API integrations, system workflows, and
adherence to SLAs. Familiarity with technical systems and
integrations related to healthcare or loyalty programs is a
plus.
- Project Management: Proven experience in managing complex
technical projects from inception to completion, with a focus on
technical issue resolution and system reliability.
- Team Handling: Over 2 years of experience managing teams of 3
or more.
- Communication: Excellent written and verbal communication
skills, with the ability to convey complex technical information
clearly and concisely to both technical and non-technical
stakeholders.
- Analytical Skills: Strong analytical and problem-solving
abilities, with a data-driven approach to technical
decision-making.
- Client Management: Proven experience in managing client
relationships, particularly in setting and managing expectations
related to technical deliverables and SLAs.
- Team Collaboration: Ability to work collaboratively with
cross-functional technical teams, fostering a cooperative and
productive working environment.
- Detail-Oriented: High attention to detail, ensuring accuracy
and consistency in technical program management.
- Flexibility: Ability to adapt to changing technical priorities
and business needs in a fast-paced environment.
- Self-Starter: Demonstrated ability to take initiative and work
independently with minimal supervision, driving technical projects
and initiatives forward proactively.
Technical Qualifications:
- Knowledge of server (AWS),
- Database (MySQL),
- Database scripting (SQL),
- Jira (project management),
- New Relic, Dynatrace or Splunk (for performance tracking as
used in the program)
- Github (code repository)
- Basic knowledge of the language used for API developments (e.g.
Java)
Keywords: Capillary Technologies, Minneapolis , INCIDENTS AND OPERATIONS MANAGER, Executive , Minneapolis, Minnesota
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