As a key member of the Digital Platform Service Management team, the Manager, Service Management will focus on the availability and reliance of Digital Platform production platforms. The Manager, Service Management will lead a 24/7 geographically diverse team of Level 2 and Level 3 web and DB engineers.
Build and lead a team of Level 2 and Level 3 Web and DB service management engineers.
Define, create, and report on the performance of Digital Platform client installations
Measure and track platform availability trends to minimize repetitive platform defects
Drive Root Cause Analysis for Digital Platform defects
Partner with the Digital Platform Solutions Delivery team to define and optimize the production process
Manage client communications and updates for planned and non-planned availability windows.
Effectively manage customer satisfaction for high touch customers and escalations
Matrix with Digital and IT Operations when delivering support
Drive pro-active activities to minimize impacts to business revenue and business reputation due to Digital Platform production incidents
Drive capacity management and business continuity
Matrix with IT Security on compliance and safeguarding of Digital Platform production.
Bachelor’s Degree OR a minimum of 8 years supporting web infrastructure running in a Linux and/or Unix environment
Minimum of 4 year of operational expertise with configuration / change control and source-code management methodologies
Minimum of 4 year of experience performance tuning LAMP based web applications
Minimum of 4 year of experience in resolving system / application technical problems
Proven expertise in or most of the following:
•Project planning and implementation
•Requirements gathering and system analysis
•Systems integration and implementation
Desired Characteristics Can lead independent projects
Experience working with geographically diverse teams
Strong written and verbal communication skills
Expert skills in several of the following areas:
•Public and hybrid clouds
•Platform automation toolsets like BMC, puppet, chef, or etc
•Bash or perl scripting
Emerging Health Information Technology is a wholly owned subsidiary of Montefiore Medical Center. Emerging Health IT, a healthcare IT...