SCOPE OF ROLE

We are looking for an experienced Infrastructure Operations Leader to lead Bright’s provider operations initiatives. The Infrastructure Operations Manager must have a strong customer service background coupled with technical skills in all aspects of end user support, infrastructure expansion, implementation, and maintenance preferably in a healthcare clinical and corporate settings.

ROLE RESPONSIBILITIES

• Articulate, implement, and manage a vision and end state of end user applications in an enterprise business
• Ticket management and major incident management at an enterprise scale
• Develop, execute, and hold staff accountable for policies and procedures that include incident identification, documentation, assignment, management, and escalation
• Drive implementation of new infrastructure or continued operational support of existing infrastructure while delivering positive user experience outcomes through single sign-on adoption
• Develop and execute plans for system implementation activities to drive growth, consistency, and interoperability
• Ensure documentation and knowledge base article generation on business applications that increase end user computer literacy and self-sufficiency
• Gathering data, statistical analysis, and reporting of metrics (ie KRIs, KPIs) for IT operations
• Build customer experience objectives into team and individual goals and ensure accountability
• Perform IT general control (ITGC) auditing actions as requested by internal and external audit teams
• Serve as an escalation point and incident manager

EDUCATION, TRAINING, EXPERIENCE

• Bachelor’s degree (Ideally in Technology or Security), or relevant work experience
• 8+ years of relevant work experience in Information Technology
• 5+ years supervisory/management experience leading an Infrastructure Operations team.
• 3+ years of experience managing a 24x7 high-availability environment
• Demonstrated knowledge of effective Information Technology Service Management (ITSM) best practices with proven execution.
• Demonstrated ability to guide team members in troubleshooting, issue resolution, or escalation.
• Prior experience managing end user applications (for example: Office 365, SharePoint, JIRA Service Desk, Telephony systems, etc…)
  Prior experience leading implementation activities between different end-user applications.
• Process improvement and performance optimization experience preferred.
• Clinical healthcare system experience preferred.
• Proven ability to professionally communicate clearly and effectively both verbally and in writing to technical and non-technical audiences.
• Proven ability to organize multiple priorities and manage projects and team to achieve deliverables that meet or exceed agreements and expectations.
• Sound judgment and conflict resolution skills.
• Ability to learn new technologies and applications on your own
• Skills in critical thinking, problem-solving, and the analysis, interpretation, and evaluation of complex information
• Outstanding communication skills as well as proficiency in interpreting results and formulating recommendations/action plans
• ITIL Foundations certification preferred.