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Manager, Technology Application Production Support and Control

The Manager, Technology Application Production Support and Control will report to Director, Production Support within the IT Quality Assurance and Process Excellence organization and will be primarily responsible for Batch Support and Major Incident Management. The Manager will provide end to end support for all on premise L.A. Care software applications and coordinate support with vendors for off-premise / hosted applications. The Manager will ensure all Production incidents and Service Requests are handled within the LA.Care defined SLAs using ITIL processes. This position will collaborate with Business and various IT teams like Infrastructure, Development and Service Desk to ensure the tickets are getting completed to Business satisfaction. This position will support process improvements to continuously improve the stability and performance of the mission critical applications. The Manager will also perform service transition from development to support and Identify system bottlenecks and opportunities for betterment. The Manager manages all aspects of running an efficient team, including hiring, supervising, coaching, disciplining, and motivating direct-reports.

Manage a team of FTEs and suppliers to provide 24 / 7 support for Production applications across L.A. Care's Claims / EDI, Member, Provider, Health Services, Customer Solutions Business functions.

Provide technical guidance to the team in managing production incidents, - incident analysis, technical solution review, incident monitoring, tracking and business communications.

Manage Batch IT Production Control - monitoring batch jobs, addressing batch failures, and reporting metrics.

Manage Operations / maintenance activities to upkeep Production environments / functions.

Act as an Incident Manager and, communicate and provide coverage for significant incidents that bring down or degrade services.

Collaborate with Infrastructure team, hosted vendor teams, Release Management and Quality Assurance teams to address production incidents per the service level agreements.

Collaborate with Software Delivery teams to enable timely and incident-free software deployment and feature releases.

Take appropriate action to investigate and resolve incidents and problems in application systems and services. Guarantee that such incidents and problems are fully documented. Coordinate the implementation of agreed remedies and preventative measures.

Manage that services are met through the monitoring and achievement of critical and key performance Indicators.

Govern the delivery of service level agreement and supplier contractual obligations.

Manage staff, including, but not limited to : hiring staff, monitoring of day to day activities of staff, monitoring of staff performance, performance reviews, mentoring, training, and cross-training of staff, handling of questions or issues, etc. raised by staff, encourage staff to provide recommendations for relevant process and systems enhancements, disciplinary matters for direct reports, among others.

Perform other duties as assigned.

Education Required

Bachelor's Degree

In lieu of degree, equivalent education and / or experience may be considered.

Education Preferred

Master's Degree

Experience

Required :

At least 4 years of leading staff or supervisory / management experience.

At least 6 years of hands-on experience with ITSM Operations, managing a 24 / 7 production environment.

At least 6 years of experience doing Root Cause analysis, planning of changes and managing problem tickets to full resolution in a 24x7 production environment.

Experience working with compliance, audit, outside regulators, and other support organizations while participating in providing solutions in support of the business objectives.

Experience working with off-premise hosted system / environments.

Hands on experience with monitoring and ticketing tools.

Experience in Incident Management, Change Management and Problem Management.

Experience in Infrastructure Support, Configuration and Release Management.

Experience in Oracle, SQL Server, DB2, Informatica, .Net, Java, MQ, Nodejs, Cassandra, splunk.

Experience on Cloud Technologies (AWS, Azure, Google), Microservices and web APIs.

Experience in Implementing Dev OPS.

Experience in leading large production support teams and Managing in a 24 / 7 support environment.

Experience and confidence working with all levels of management (tech and business), in a matrixed environment, acting as the central point of contact for production issues.

Experience supporting remote team members.

Equivalency : Completion of the L.A. Care Management Certificate Training Program may substitute for the supervisory / management experience requirement.

Skills

Required :

Knowledge of Unix Shell Scripting.

Basic understanding of SAFe / Agile framework.

Advanced problem solving and analytical skills.

Effective organizational, time management and planning skills.

Excellent written and verbal skills. Able to quickly and concisely communicate with senior management on technical issues in non-technical terms and run large conf. calls with all levels and teams.

Ability to work with cross-functional teams.

Proficiency with Excel and PowerPoint and presenting to senior management.

Able to multi-task and work in a high stress environment.

Preferred : HealthCare Insurance Domain expertise

Licenses / Certifications Required

Licenses / Certifications Preferred

Information Technology Infrastructure Library (ITIL) Certification

Required Training

Physical Requirements

Light

Additional Information

Salary Range Disclaimer : The expected pay range is based on many factors such as geography, experience, education, and the market. The range is subject to change.

L.A. Care offers a wide range of benefits including Paid Time Off (PTO), Tuition Reimbursement, Retirement Plans, Medical, Dental and Vision, and Wellness Program.