Manager, Technology Operations Center

30 Jun 2024

Vacancy expired!

Resp & Qualifications

COMPANY SUMMARY:

CareFirst, Inc., and its affiliated companies, generally referred to as CareFirst BlueCross BlueShield (CareFirst), is the Mid-Atlantic region’s largest private sector health insurer, serving the healthcare needs of 3.5 million members in Maryland, the District of Columbia, and portions of northern Virginia. The Company offers a comprehensive portfolio of products and services to individuals and groups, as well as state and federal government sponsored plans. With a market share almost three times that of the closest competitor, the company commands 45 percent penetration across the region.

In July 2018, Brian D. Pieninck assumed the role of President and CEO after serving as the company’s COO of Strategic Business Units and IT Division. Under his leadership, the organization completed an extensive review of its operations and clinical programs, resulting in an expansive 3-year strategy to grow and diversify the company’s core business. Along with a 5-year vision to drive the transformation of the healthcare experience across the continuum of its members, partners, and communities, the company has placed a renewed and intentional focus on fostering a mission-based culture, which drives every decision the company makes. The organization employs over 5,600 full-time employees in Maryland, Northern Virginia, the District of Columbia, and West Virginia. CareFirst has earned multiple workplace awards recognizing its leadership in diversity and inclusion, wellness engagement, and creation of a supportive and equitable work environment for all employees.

At CareFirst, you are part of an inspired, collaborative team that is building the healthcare experience we want for our families and our future. Every day, we make a meaningful difference in the communities where we live and work.

We practice empathy, seek to understand, invest in inclusion, demand equity and nurture belonging every day for our employees and the communities we serve. We rely on the rich diversity of our employees’ experiences and backgrounds to achieve our mission. Every year we host a Week of Equity and Action where we deepen our investment and commitment to diversity, equity, and inclusion. During this week thousands of employees engage in workshops and volunteerism with the goal of bettering themselves and our community.
  • Women make up around 70% of CareFirst’s employee population, and over 50% identify as BIPOC (Black, Indigenous, and people of color).
  • We have 9 resource groups that connect employees over shared identities (LGBTQ, veteran status, race, etc.) and passions (climate change, healthy living, leadership development).
  • Employees are encouraged to give back and volunteer in their communities with their civic engagement hours.
As a not-for-profit, CareFirst regularly ranks among the most philanthropic organizations with $65 million invested in the community in 2020 to improve overall health, and increase the accessibility, affordability, safety, and quality of healthcare throughout its market area. The company’s employees consistently add to this impact by devoting thousands of volunteer hours to numerous community organizations and social causes. The company’s continued efforts to reinvest in community health care programs has repeatedly earned CareFirst regional accolades as a leading corporate philanthropist, including the No. 2 and No. 7 spots on the Baltimore Business Journal and Washington Business Journal’s 2019 list of top corporate givers, respectively.

Command Center Manager

CareFirst is undertaking a journey to migrate applications and supporting technologies to the cloud and is implementing a cloud first strategy. In support of this migration and ongoing support of all technologies, the Command Center Manager will build a Command Center service that can monitor and manage cloud operations and legacy IT services on a 24x7 basis. Capabilities to be built by the Command Center Manager will be a first to know monitoring capability, Major Incident Management call leadership for efficient recovery, centralized visibility into the health of all IT services, approved resolution of incidents within the Command Center and a communications capability that keeps CareFirst informed.

Position Description

The goal of the Command Center is to ensure maximum possible service availability through proactive/reactive event detection, technical resource engagement, and issue remediation Through partnerships with technical and application teams, the Command Center functions as the 24x7 nerve center for our company's physical and technical environments, observing and responding to monitoring events and customer requests.

The Command Center Manager oversees the operational activities and services provided by the Command Center to ensure they are delivered in an effective, efficient, and professional manner, while pursuing operational excellence and maintaining a transformational vision.

A key service that the Command Center provides is Incident Management across the company Enterprise ensuring that the company Business continues to operate non-stop, restoring services as quickly as possible to minimize impact.

ESSENTIAL FUNCTIONS:
  • Oversees system engineers and engineering support processes to ensure effective resolution of business issues.
  • Evaluates deliverables to ensure products and services meet customer expectations.
  • Manages the relationship with internal business units to deliver on service level agreements.
  • Performance Management and Associate Development
  • Communicates frequently with vendors to understand product lifecycles.
  • Guides engineering teams in developing system, performance, and software specifications.
  • Manage all aspects of the Major Incident Management process and the restoration of production services as the single point of contact for the company.
  • Provide support comprised of 24x7 shifts, 365 days a year, including holiday and weekend coverage.
  • Enterprise Monitoring of all Services including sites, infrastructure and business applications.
  • Instrument all applications and supporting technical infrastructure through a monitoring tools team reporting to this function.
  • Provide statistics and metrics on all services provided with the goal of continuous improvement and incident reduction.
  • Manage the delivery of all services and operational activities provided within the Command Center.
  • Manage and maintain all documentation owned by the Command Center.
  • Manage customer response via the appropriate methods.
  • Manage process and procedural improvements.
  • Provide operational direction, escalation assistance, and executive level communications for all enterprise events.
  • Provide direct feedback to Command Center staff as appropriate to ensure constant growth while pursuing operational maturity.
  • Provide emergency approval during Incidents for actions necessary to restore service.Provide coverage for, and act on behalf, of the Director during periods of absence.
  • Collaborate with business partners and customers to ensure operational process standardization and maturity.
  • Interview and selection of new staff as well as providing performance feedback on existing staff.

SUPERVISORY RESPONSIBILITY:This position manages people - 10-15

QUALIFICATIONS:

Education Level: Bachelor's Degree inComputer Science, Information Technology or related field.In lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.

Experience: 5 years Related professional experience1 year Supervisory experience or demonstrated progressive leadership experience

Licenses/Certifications: ITIL Foundations v3 Upon Hire Pref

Knowledge, Skills and Abilities (KSAs)
  • Experience providing command center services for cloud based services.
  • Basic Operating System and Network technical experience.
  • Disaster Recovery Availability.
  • Ability to multi-task and multi-focus in a fast-paced environment while prioritizing work items appropriately.
  • Self-motivated team player that works well in a fast-paced, high-visibility environment.
  • Ability to comprehend and communicate high-level technical concepts in layman's terms.
  • Excellent written and verbal communication skills.
  • Facilitation and elicitation skills to liaise and communicate with stakeholder groups.
  • Solid analytical and problem-solving skills.
  • Ability to Prioritize Command Center tasks and responsibilities, and efficiently manage workloads.
  • Intermediate Microsoft Office and PC skills; advanced/expert skills in at least one of the following Office products: Outlook, Excel, Word, PowerPoint, and/or SharePoint 2013.
  • Ability to think creatively to push beyond the boundaries of existing practices and mindsets.
  • Ability to use digression and flexibility to effectively resolve customer issues by negotiating win/win solutions when the requirements of the business conflict with documented policy.
  • Ability to organize and coordinate a wide array of information and activities.
  • Ability to adapt and quickly master processes and procedures.
  • Ability to create a climate of collaboration and teamwork amongst team members and customer groups. Ability to enhance existing processes and procedures to improve efficiency and customer satisfaction.
  • Ability to Recognizes the value of a multi-industry perspective and applies best practices to create innovative solutions

Travel Requirements: Estimate Amount: 10% Routine travel between CareFirst/SBP locations

#LI-ZW1

Department

Department:Operations Support Services

Equal Employment Opportunity

CareFirst BlueCross BlueShield is an Equal Opportunity (EEO) employer. It is the policy of theCompany to provide equal employment opportunities to allqualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information.

Hire Range Disclaimer

Actual salary will be based on relevant job experience and work history.

Where To Apply

Please visit our website to apply: www.carefirst.com/careers

Federal Disc/Physical Demand

Note: The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes him/her ineligible to perform work directly or indirectly on Federal health care programs.

PHYSICAL DEMANDS:

The associate is primarily seated while performing the duties of the position. Occasional walking or standing is required. The hands are regularly used to write, type, key and handle or feel small controls and objects. The associate must frequently talk and hear. Weights up to 25 pounds are occasionally lifted.

Sponsorship in US

Must be eligible to work in the U.S. without Sponsorship

  • ID: #43718845
  • State: Maryland Owingsmills 21117 Owingsmills USA
  • City: Owingsmills
  • Salary: USD TBD TBD
  • Job type: Permanent
  • Showed: 2022-06-30
  • Deadline: 2022-08-28
  • Category: Et cetera