Manager of Production Support

The Manager of Production Support is responsible for managing and supporting production support operations. This person is also responsible for developing a strategic direction specific to this area for NHPRI. This position establishes, maintains and monitors all internal support across the company which includes EDI support, second level production support both internal and outsourced and architectural support. Ensures that NHPRIs production support team ensures the confidentiality, availability, integrity of NHPRI data.

Duties and Responsibilities -

Responsibilities include, but are not limited to, the following:

• Plans and manages the daily activity of Production Support teams. Provides day-to-day management of the level two support across systems to ensure optimal performance
• Coordinates on-hours and off-hours technology problem resolution activities, including escalation to external vendors when necessary, and keep management informed of critical problems and current status
• Establishes long-term technical architecture support strategy for both on premise and cloud based infrastructure.
• Collaborates and coordinates with the Information Security Department regarding information security policies and events.
• Assists in the development and implementation of operational and strategic plans for IS.
• Evaluates and recommends technology solutions to increase organizational efficiency
• Aligns and manages team priorities consistent with corporate priorities and company objectives
• Develops and implements IS policies and procedures regarding production support activities.
• Identifies opportunities for improvement within the IS teams and implements solutions
• Develops service level standards and ensures accountability for IS teams through metric reporting
• Works with the Director of Information Technology to ensure there are no single points of failure, by educating and cross training existing staff
• Stays current with HIPAA security regulations and develop/maintain Policies and Procedures consistent with these regulations. Ensures compliance to these regulations.
• Performs other related duties as required
• Corporate Compliance Responsibility - As an essential function, responsible for complying with Neighborhood's Corporate Compliance Program, Standards of Business Conduct, applicable contracts, laws, rules and regulations, policies, and procedures as it applies to individual job duties, the department and the Company. This position must exercise due diligence to prevent, detect, and report unlawful and/or unethical conduct by fellow co-workers, professional affiliates and/or agents.

Qualifications

Required:

• Bachelor's degree in computer science or equivalent experience to equate to a degree
• Seven (7) or more years' experience with production support and architecture.
• Five (5) or more years proven leadership skills and prior management experience
• Experience with cloud technologies
• Experience using technical tools (e.g., Cisco ASDM Packet Tracer, Microsoft System Center, Microsoft SQL Server Management Studio, VMware vCenter, SolarWinds, ActiveBatch etc) to investigate and troubleshoot all technical problems
• Strong verbal and written communications skills
• Experience negotiating and managing external vendors
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Experience with HealthRules and GuidingCare
• Experience with EDI file format
• Excellent Customer service skills

Preferred:

• One (1) or more years' experience in a healthcare setting
• Master's degree in Computer Science
• Familiarity with both on premise and cloud infrastructure

Core Company-Wide Competencies:

• Communicate Effectively
• Respect Others & Value Diversity
• Analyze Issues & Solve Problems
• Drive for Customer Success
• Manage Performance, Productivity & Results
• Develop Flexibility & Achieve Change

Job Specific Competencies:

• Collaborate & Foster Teamwork
• Attend to Detail & Improve Quality
• Implement Strategy & Achieve Business and Financial Success
• Exercise Sound Judgement & Decision Making

FDR Oversight: N/A

Flexible Work Arrangement: Yes

Telecommuting Arrangement: No

Travel Expectations: N/A

Neighborhood Health Plan of Rhode Island is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.