Senior Manager - IT - eNOC (1107319_RR00072496)

NYU Langone Health is a world-class, patient-centered, integrated academic medical center, known for its excellence in clinical care, research, and education. It comprises more than 200 locations throughout the New York area, including five inpatient locations, a children's hospital, three emergency rooms and a level 1 trauma center. Also part of NYU Langone Health is the Laura and Isaac Perlmutter Cancer Center, a National Cancer Institute designated comprehensive cancer center, and NYU Grossman School of Medicine, which since 1841 has trained thousands of physicians and scientists who have helped to shape the course of medical history. At NYU Langone Health, equity, diversity, and inclusion are fundamental values. We strive to be a place where our exceptionally talented faculty, staff, and students of all identities can thrive. We embrace diversity, inclusion, and individual skills, ideas, and knowledge. For more information, go to nyulangone.org, and interact with us on LinkedIn, Glassdoor, Indeed, Facebook, Twitter, YouTube and Instagram.

Position Summary:

We have an exciting opportunity to join our team as a Senior Manager - eNOC.

In this role, the Senior Manager of the Enterprise Network Operations Center (ENOC) is responsible for a team of both onshore and offshore professionals that monitor and manage NYU Langone Healths technology 24/7. NYU Langone Health leverages a variety of technologies, as well as both public cloud and our own private cloud technology, to sustain our clinical, administrative, education and research staff. The ENOC team serves as first responders against any technology disruption or failure.

The Senior Manager of this team will partner with all MCIT and Infrastructure teams, architecture, and vendor-specific team(s) to ensure that our technology platforms meet our application and business needs. This role will provide structure and leadership to manage team priorities, streamline work efforts, manage business expectations and communicate status to Leadership. As a member of the Infrastructure management team, the Senior Manager of ENOC will also have the opportunity to offer new thinking as to how we refresh our Core Technologies, which are comprised of Service Management, Disaster Recovery & MCIT Business Continuity Planning, and the ENOC team.

The ENOC Senior Manager should be comfortable working across all of NYU Langone Healths business organizations to oversee our complex technology environment, including servers, databases, network security appliances, devices and related external services (such as network connectivity). This infrastructure may be located on-premises at our multiple locations and/or with a cloud-based provider, depending on the companys needs.

Job Responsibilities:

Manage a team of 24x7 Tier I and Tier II shift administrators to deliver business results.

Position requires some work outside of normal business hours.

• Ensure delivery of 24x7 Operations services within the service level objectives, while maintaining high uptime of all systems and services.

• Assign operational tasks as needed, and ensure the timely and successful completion of those tasks

• Manage, instruct, and guide team of MCIT Engineers & Operators in their day-to-day activities surrounding system and application monitoring and remediation.

• Manage Service and Infrastructure Incidents, leading and directing resources appropriately to ensure that the underlying problems are resolved quickly and effectively, exceeding MCIT SLAs.

• Work with the MCIT Support teams to manage the effectiveness and quality of after-hours customer support call activities, including documentation updates for escalation workflow and changes in process/procedure

• Create and maintain operational documentation used by the team.

• Contribute to the Knowledge System database and share knowledge within the team

• Develop, document, maintain, and disseminate new processes and procedures for platform monitoring, incident validation, remediation, and escalation

• Develop, implement, and maintain operational service management practices associated with the 24x7 functions that align with MCIT business requirements and comply with MCIT corporate-and-product-specific policies and standards.

• Produce operational metrics and reports that drive and demonstrate the team's achievement of business goals aligned to overall product strategy

• Establish and drive clear accountability for all team members. Create an environment that enables quick and effective team performance and excellent communication.

• Conduct regular team meetings as well as one-on-one sessions with staff members

• Train and instruct ENOC team members on new processes and procedures for incident management and infrastructure support.

• Be a mentor to staff, with focus on optimizing and developing group and individual performance.

IV. SKILLS/QUALIFICATIONS

Demonstrated proficiency within a diverse technology environment:

• Technical expertise in leading IT Production Incidents, including Root Cause Analysis
• Significant experience in ITIL process framework (v3 and newer)
• Proven track record of exerting significant influence on business and technology partners for deploying large scale transformation programs for enhanced collaboration in a healthcare organization (would also consider a financial services firm)
• Previous experience of managing a team across multiple locations and geographies for large and complex environments
• Industry experience with multiple vendors, as well as having connectivity with various forums and experts
• Knowledge of developing, setting, and driving standards, while operationalizing various technologies.
• Ability to communicate complex technical information and implications in business-oriented language
• Ability to act as a catalyst for change by identifying opportunities for business and/or IT performance improvement

V. EDUCATION AND EXPERIENCE

• B.S. degree in information systems, computer science or related field
• 10 years of experience in the IT arena, with 5 years of leadership experience
• Knowledge of technologies such as server, storage, desktop, enterprise monitoring tools architecture
• Health care experience a plus; understanding of the requirements of an integrated academic medical center
• Experience managing a team of 5 staff in a 24x7 always-on environment
• Industry vendor knowledge and established relationships
• Effective speaker, collaborative worker and good writing skills
• Able to translate complex technical information and implications into business-oriented language
• Experience with Change Management, Incident/Outage Management governance structure

Minimum Qualifications:

To qualify you must have a Demonstrated proficiency within a diverse technology environment:

Technical expertise in leading IT Production Incidents, including Root Cause Analysis

Significant experience in ITIL process framework (v3 and newer)

Proven track record of exerting significant influence on business and technology partners for deploying large scale transformation programs for enhanced collaboration in a healthcare organization (would also consider a financial services firm)

Previous experience of managing a team across multiple locations and geographies for large and complex environments

Industry experience with multiple vendors, as well as having connectivity with various forums and experts

Knowledge of developing, setting, and driving standards, while operationalizing various technologies.

Ability to communicate complex technical information and implications in business-oriented language

Ability to act as a catalyst for change by identifying opportunities for business and/or IT performance improvement

Preferred Qualifications:

B.S. degree in information systems, computer science or related field

10 years of experience in the IT arena, with 5 years of leadership experience

Knowledge of technologies such as server, storage, desktop, enterprise monitoring tools architecture

Health care experience a plus; understanding of the requirements of an integrated academic medical center

Experience managing a team of 5 staff in a 24x7 always-on environment

Industry vendor knowledge and established relationships

Effective speaker, collaborative worker and good writing skills

Able to translate complex technical information and implications into business-oriented language

Experience with Change Management, Incident/Outage Management governance structure

Qualified candidates must be able to effectively communicate with all levels of the organization.

NYU Langone Health provides its staff with far more than just a place to work. Rather, we are an institution you can be proud of, an institution where you'll feel good about devoting your time and your talents.

NYU Langone Health is an equal opportunity and affirmative action employer committed to diversity and inclusion in all aspects of recruiting and employment. All qualified individuals are encouraged to apply and will receive consideration without regard to race, color, gender, gender identity or expression, sex, sexual orientation, transgender status, gender dysphoria, national origin, age, religion, disability, military and veteran status, marital or parental status, citizenship status, genetic information or any other factor which cannot lawfully be used as a basis for an employment decision. We require applications to be completed online.

If you wish to view NYU Langone Health's EEO policies, please click here. Please click here to view the Federal "EEO is the law" poster or visit https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm for more information.

NYU Langone Health provides a salary range to comply with the New York City Law on Salary Transparency in Job Advertisements. The salary range for the role is $110,479.20 - $141,945.44 Annually. Actual salaries depend on a variety of factors, including experience, specialty, education, and hospital need. The salary range or contractual rate listed does not include bonuses/incentive, differential pay or other forms of compensation or benefits.

To view the Pay Transparency Notice, please click here