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Incidents and Operations Manager

2 months ago

Minneapolis, United States Capillary Technologies Full time

Operations/Technical Program Manager

Location - Minnesota, MN

Hybrid


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.