Working as the Manager of Techincal Operations at MHS you will plan, organize, and manage staff and overall operations of IS Technical Services to ensure the stable operation of the organization’s IS computer & storage infrastructure. This includes developing, maintaining, supporting, and optimizing key functional areas, particularly x86 server infrastructure, mid-range server infrastructure, backup infrastructure, and storage infrastructure. Schedules and directs activities to resolve hardware and core infrastructure software problems in a timely and accurate fashion. Oversees the work of engineering, IT or maintenance staff to ensure that all jobs are completed on time, within budget, and to customer specifications. Designs and implements improved process or operational policies.  Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values. Responsible for establishing goals, creating operational roadmaps, establishing and advocating for financial resources, collaborating with organizational leader, developing a cohesive team, and teaming with partners/vendors. 

• • • Managerial responsibilities include hiring, managing, coaching and developing direct reports. 

• • • Meet frequently with associated vendors and service providers. 

• • • Establish digital workplace technology roadmaps, engineering strategy and operating standards. 

• • • Identify, measure, publish and manage metrics, experience-level agreements (XLAs), and objectives and key results (OKRs) to show improvements to digital workplace technology. 

Education: 

• Bachelor’s degree in a computer related field or 10 years of applicable IS management experience 
• Three to four years of experience in server and network administration or infrastructure experience may be considered in lieu of degree. 

Experience: 

• Minimum eight years’ experience with mid-range, network, Windows, and storage technologies is required. 
• Minimum one to two years previous supervisory/demonstrated leadership experience is required. 
• Healthcare industry experience, particularly with Cerner Millennium, is preferred. 

Other Knowledge/Skills/Abilities: 

• Detailed knowledge of enterprise technologies and concepts, such as virtualization, clustering, high availability, business continuity, performance monitoring, and capacity planning, is required. 
• Detailed knowledge with Enterprise methodologies surrounding migrations (both hardware & software), change management, post-mortem write-ups is required. 
• Strong oral and written communication skills, planning skills, problem-solving skills, and change management skills are required. 
• Demonstrated ability to create accurate and understandable system documentation to convey complex technical concepts to non-technical and technical audiences is required.  
• Demonstrated ability to deal effectively with staff at all levels of the organization including medical staff and senior management is required.  
• Ability to work beyond regular business hours to met business needs is required.
• Familiarity with ITIL principles of Incident management is preferred.

1. Performs all elements of supervision, including performance evaluation, goal setting, and recognition. Provides timely and constructive feedback to ensure staff are performing as expected. 
2. Ensures staff has no single points of failure in system support and maintainability. Identifies opportunities for increased skill development for self and team members including external or vendor-supplied training opportunities. 
3. Assesses infrastructure technologies to meet customer requirements. Develops comprehensive plans and recommendations for purchase and implementation of appropriate tools to the Director of the department. 
4. Implements and maintains enterprise technologies to provide ongoing system monitoring and notification solutions and escalation paths. Reviews and suggests opportunities for improvements that maximize lead times to proactively address issues to result in minimal downtime to our customer communities.
5. Participates in the implementation and development of new systems and applications to ensure appropriate infrastructure architecture is in place upon go–live. Ensures new tools and applications are appropriately tested and installed in agreed upon timeframes within the project implementation timelines. Leads ongoing assessment of existing systems. Identifies and monitors the implementation of creative solutions to ensure the proper architecture of the systems, resulting in maximum performance and functionality for customer community. 
6. Participates in technical reviews of new Infrastructure-related technologies and upgrades. Assists in planning and timing of implementation to ensure improvements are achieved and planned benefits are realized as anticipated with minimal impact and interruption to customer community. 
7. Performs and draws conclusions from cost benefit analyses of systems to continuously improve results and identify opportunities for decreased total cost of ownership Identifies opportunities to improve user experience and functionality through identification and implementation of new applications and functionality.  
8. Plans downtime for all infrastructure technologies and for quick recovery of systems as part of enterprise-wide disaster recovery and business continuity plans. 
9. Ensures systems are maintained for maximum performance and efficiency.  
10. Monitors industry developments proactively to ensure MHS is positioned to be a leading organization.
11. Performs other related work as required or requested. 
12. Embodies the Memorial Health System Performance Excellence Standards of Safety, Courtesy, Quality, and Efficiency that support our mission, vision and values: 

• • SAFETY:  Prevent Harm - I put safety first in everything I do.  I take action to ensure the safety of others. 

• • COURTESY:  Serve Others - I treat others with dignity and respect.  I project a professional image and positive attitude. 

• • QUALITY:  Improve Outcomes - I continually advance my knowledge, skills and performance.  I work with others to achieve superior results. 

• • EFFICIENCY:  Reduce Waste - I use time and resources wisely.  I prevent defects and delays. 

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this job. Incumbents may be requested to perform tasks other than those specifically presented in this description.