Overview

The IT Operations Manager oversees the administration and management of the PHC networkinfrastructure, server functionality, and telecommunication (VoIP) systems. The IT OperationsManager is required to manage, prioritize, and coordinate workloads and efforts across ITnetwork operations. In collaboration with the Director of Network Operations, the IT OperationsManager provides training to the IT Operations staff on key areas of network, servermanagement, and VoIP systems so they can act as a backup in an emergency.

The IT Operations Manager is responsible for establishing, prioritizing, and supervising variedtasks as it applies to the network infrastructure, servers, and VoIP systems. Responsible for thereview and architecture of emerging and innovative technologies. Develops policy andprocedures for various IT infrastructure operational procedures and maintain them. Practicesystems change management procedures. Work with IT Operations and other IT staff to resolveserver/network/application problems on a priority basis.

Responsibilities

• Information Technology Network Infrastructure, Servers, and Telecommunications(VoIP) Duties:
  • Takes ownership of end user and external third-party issues reported to teammembers and ensures problems through to resolution.
  • Proactive in communication to end user and IT System Administrators as issuesarise ensuring prompt and accurate feedback to end users.
  • Oversees administration of the PHC Network Infrastructure, Servers, and VoIPsystems.
  • Management of IT System Administrators responsible for Network Infrastructure,Servers, VoIP systems, projects, and installations.
  • Manages team resources to ensure problem and incident management SLAs areachieved, and end user expectations are met (or exceeded).
  • Ensures business-critical IT tasks, maintenance, and systems administration areexecuted according to IT best practices and policy.
  • Nurtures dependable IT infrastructure and networking that’s always up andrunning.
  • Manages contracts with vendors (e.g., development platforms, telecommunicationcompanies, password managers) and software licenses.
  • Controls costs and budgets regarding IT systems.
  • Resolves issues escalated by technicians and IT System Administrators.
  • Maintains internal infrastructure requirements including, servers, routers,switches, firewalls, printers, phones, support internet, intranet, LANs, WANs, andnetwork segments.
  • Assesses system performance and recommend improvements.
  • Performs routine/scheduled audits of IT systems.
  • Builds and manages service relationships with departments and technologyvendors.
  • Works with Director of Network Operations to specify systems, processes, andmethodologies to ensure effective monitoring, control, and support of PHC’sNetwork Infrastructure, Servers, and VoIP systems.
  • Works with the Information Security team to ensure security compliance, conducttesting/audits, and implement security best practices.
  • Works with the Security Analyst to ensure reports are provided per an agreedschedule (or on request), including management and account performance reports.
  • Helps develop and facilitate workshops and training courses for IT SystemAdministrators.
• Network Infrastructure, Server, and VoIP Lead:
  • Provides leadership for the planning, design, and implementation of the ITNetwork Infrastructure, Servers, and VoIP systems.
  • Manages staff by recruiting, training, and coaching employees, communicatingjob expectations, and appraising their performance.
  • Works with the Director of Network Operations to assist and advise indevelopment and setting up of long-term plans of the IT Network Infrastructure,Servers, and VoIP systems.
  • Leads remediation efforts for gaps in networking, IT infrastructure, and VoIPsystems.
  • Evaluates new technologies for usefulness within the business.
  • Defines best practices and standards for how the IT Network Infrastructure,Servers, and VoIP systems will execute work.
  • Identifies new solutions and services for the IT System Administrators that alignwith business objectives and performance metrics.
  • Contributes to the project planning of hardware and software procurementprocess.
  • Leads the planning and organization of the deployment of new systems.
  • Provides subject matter expertise in resolving incidents and problems.
  • Leads and trains IT System Administrators (IT Network Infrastructure, Servers,and VoIP systems).
  • Creates technical and operational management documentation and updates,including but not limited to, Visio environment diagrams, functional and technicalrequirements, process flows, and guidelines.

Secondary Duties and Responsibilities

• Must carry a mobile phone and be available 24/7 to help assist in troubleshootingproblems.
• Performs other assigned or needed activities required to assure success of theInfrastructure, Service Delivery, and A/V functions of the IT Department.
• Other duties as assigned.

Qualifications

Education and Experience

Bachelor’s Degree in Computer Science or Business related field; orequivalent experience. Minimum six (6) years of the following:Virtualization, Desktop, Networking, Storage, and Windows ServerAdministration experience. IT experience in healthcare, managed care,or practice management a plus. Prior service delivery, resourcemanagement, and/or project management experience required.Minimum four (4) years of experience designing, implementing,administering, and supporting enterprise levelVDI/Network/Storage/Server systems. Experience managing,administering, and or supporting the following technologies preferred –PureStorage, Cisco Networking, VMWare, Citrix Xen, Cisco UCServers, Nutanix, and Rubrik. Minimum three (3) years of experiencesupervising infrastructure support resources and/or infrastructureManagement.

Special Skills, Licenses and Certifications

Lead/Engineer level knowledge on Server, Networking, Storage, orVirtualization Infrastructure is required.

Candidate must have strong communications skills and must be a teamplayer, willing to work on an on-call basis to accommodate productionenvironment demands. Willing to lead and mentor more junior staffmembers, and take direction on projects from Director of IT/NetworkOperations.

Performance Based Competencies

Ability to quickly acquire in-depth knowledge of software andmanaged care issues. Ability to self-manage and develop timelines forprojects required. Ability to work effectively with members andemployees at all levels in the organization. Ability to maintaincomplete confidentiality of member, employee, and HealthPlaninformation. Strong written and oral communication skills with abilityto interpret and understand technical requirements. Excellent analyticalskills to troubleshoot and resolve systems problems.

Work Environment And Physical Demands

More than 80% of work time is spent in front of a computer monitor.May be required to lift, carry, or move equipment of varying size,weighing up to 50 lbs. May be required to bend, stoop, kneel, crawl, orwork in other non-standing and non-sitting positions to install cabling,systems hardware, and other related equipment.

All HealthPlan employees are expected to:

• Provide the highest possible level of service to clients;
• Promote teamwork and cooperative effort among employees;
• Maintain safe practices; and
• Abide by the HealthPlan’s policies and procedures, as they may from time to time be updated.

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive of the tasks that an employee may be required to perform. The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.