Solutions Engineering Manager

Position Summary:

Reporting to the Chief Technology Officer, The Manager - Solutions Engineering and Systems Operations leads an innovative team of Cloud and Infrastructure Architects, Solutions Engineers and Server Engineers. Responsibilities include overseeing the day-to-day operations of the systems and partnering with senior technical architects and IT leadership to co-develop multi-year technology roadmaps across all areas of the organization. Effective management and organization alignments are required to meet organizational, departmental, and team objectives. Management of annual capital and operating budgets, vendors and contracts needed to support the server and storage infrastructure and cloud environments. Meets routinely with staff to discuss goals and objectives and meets periodically with respective department representatives to ensure support goals are being met.

Position Qualification:

Essential Duties and Responsibilities:

• Lead an innovative team of Cloud and Infrastructure Architects, Solutions Engineers and Server Engineers.
• Provide support for systems including day-to-day operations, monitoring, problem solving and efficiency optimization to drive compliance.
• Partner with senior technical architects and IT leadership to co-develop multi-year roadmaps for the technology areas across the organization.
• Coordinate across multiple project teams to support installation, configuration and maintenance of hardware and software supporting the server and storage infrastructure.
• Manage annual capital and operating budgets, vendors and contracts needed to support the server and storage infrastructure and cloud environments.
• Partner with the IT Security team to enforce and monitor the security posture of our systems while making improvements to avoid risk. Identify potential areas of risk within IT infrastructure and develop solutions to bridge gaps. Adhere to PCI Compliance, HIMMS, HIPPA guidelines.
• Collaborate with members of leadership on Microsoft licensing including M365.
• A hands-on technical manager, actively involved in designing, developing, and implementing technical solutions, with a proven ability to lead and mentor a team of technical professionals
• Create and maintain technical knowledge base documents. Establish polices, processes and procedures within the IT organization to support efficiency and workflows.
• Oversee activities relating to the engineering, design, development, implementation, testing and overall technical support to ensure the IT infrastructure environment meets business needs.
• Serve as the technical escalation point for systems and issues both during business hours and after hours/on-call.
• Other duties as assigned

Leadership Responsibilities:

Job Knowledge: Responds to administrative and technical questions demonstrating a level of expertise.

• Demonstrates ability to resolve complex issues. Considered an expert in a particular subject matter and shares that knowledge with others in the health system.
• Seeks to educate and improve self or others to raise performance levels and/or quality of care.
• Recognizes and utilizes special skills of employees.
• Supports and contributes to ongoing performance improvement activities. Seeks out information and applies knowledge to specific actions in his/her own work area and in cross function areas.
• Remains current in the latest technologies, products, or trends in the field.
• Participates in professional organizations/societies relevant to responsibilities.
• Experience setting technology directions and determining architectural approaches to achieve business needs.
• Self-motivated and able to work independently, including leading small projects, and in a dynamic and collaborative team environment.
• Strong verbal and written communication skills to communicate with technical and non-technical personnel in person, by phone, or by virtual presence technology.
• Critical thinking and logical reasoning for resolving complex and ambiguous problems.
• Managing multiple priorities in a high demand environment.

Leadership: Demonstrates the behaviors that organizational leaders need to drive performance. Provides the strategic and operational guidance to a division, department or unit as well as promotes a working environment that reflects the values and vision of UHS.

• Demonstrates ability to motivate employees.
• Demonstrates effectiveness in selecting employees, developing staff, and preparing employees for career advancement.
• Inspires employees by providing guidance and is a role model in maximizing one's own or others' performance to consistently deliver a high level of performance.
• Develops a culture that recognizes, rewards and appreciates employees for achieving organizational goals and demonstrating UHS values. Acts as a role model and inspires others to respect one another by helping them to clearly understand how their behavior impacts others.
• Provides division, department or unit with the strategic and operational direction and support needed to be successful. Looks for external events, which may have an impact on the organization, alerts management, and makes suggestions to plan for and act in anticipation of these events.
• Embraces, supports, and implements change initiatives.

Managerial Effectiveness: Demonstrates ability to quickly understand a situation and find the best possible solution, even when under pressure. Understands that the solution may lead to either immediate action, or to reviewing the situation with someone at a higher level of authority and knows which is the best course of action at the time.

• Effectively handles managerial situations including planning, control, problem solving, and communication. Implements and follows through on organizational and team decisions and plans.
• Organizes work volume and scheduling to produce quality product or service.
• Exercises sound decision-making. Takes appropriate risks in making decisions and demonstrates a clear understanding of the consequences involved. Follows through on decisions made, and if the best decision was not made, moves quickly to correct it.
• Communicates to all key people following a decision to be sure that high quality patient/customer care is given.
• Demonstrates an understanding of the implications that decisions have on financial objectives. Constructs and manages budgets and resources to preserve the financial viability of UHS.

Organizational Commitment: Demonstrates initiative and strong drive to achieve results that support the vision, mission and values of UHS and their division, department or unit.

• Demonstrates high ethical standard(s) in business practices.
• Actively and positively supports organizational goals and changes as they occur.
• Communicates organizational goals in a positive, supportive manner.
• Supports management decisions that have been made by more senior management.
• Acts as a role model by leading organizational initiatives and encourages others to actively participate.

Preferred Efficiency and Effectiveness:

• Assures staffing levels are appropriate for customer needs.
• Manages staff, as needed, to meet customer or project(s) needs.
• Services menu and staffing levels are appropriate to carry out daily requirements.
• Develops/manages standardized work practice.
• Develops/maintains team(s) processes and procedures.

Technical Standards

• Understating of enterprise applications, database, Citrix, storage and server technologies (physical and virtual).
• Manage technical standards to meet organization's overall requirements; including change management when technical standards need to be revised.
• Manage team's compliance with technical standards.
• Working knowledge of server, network and security technologies.
• Solid process skills with an understanding of change control processes and managing critical production environments.
• Strong inter-personal, analytical thinking, decision making, presentation, and communication skills.
• Collaborative and cooperative approach to leadership and management.
• Understanding of hardware and software life cycle management.

Education/Training/Experience

• Bachelor's degree or equivalent experience in Information Technology, or related field
• 3+ years leadership experience at the management level
• 7+ years of senior systems engineering experience in a Microsoft Windows environment, including Active Directory.
• Heavily experienced in the entire Microsoft 365 platform.
• Knowledge of Cyber Security, Data Privacy attestation and policies (Security+ Certification)
• Familiar with cloud technologies (AWS and Azure), virtualization technologies, Citrix, Linux.