Manager, Digital Operations Center Job at Advocate Health Care (Charlotte)

Job Responsibility

Participates in solution development and system repair tasks, including identification of requirements, design specifications, developing solutions, testing, training, implementation coordination and issue management
Provides regular and comprehensive status reports to management
Leads cross-functional teams through all aspects of project planning, implementation and completion
Manages project implementation schedules
Analyzes plan variances and takes appropriate action to ensure successful completion
Establishes detailed work plans and estimates for all project phases
Monitors progress against baseline plans
Facilitates timely resolution of issues
Assists with the appropriate integration of technology and ensures that initiatives are aligned to key business drivers/goals of the customer
Creates, monitors and manages staffing levels and production expectations to meet needs
Works with vendors to resolve all product issues, provides product development guidance and escalates major vendor service issues
Establishes service level agreements, and quickly resolves all deficiencies
Provides status and issue updates to end user management and key stakeholders
Promotes independent and team continued research and investigation into new technologies and solutions in order to offer solutions to requirements presented for a solution
Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale
Develops and recommends operating and capital budgets and controls expenditures within approved budget objectives
Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations, and laws applicable to the organization's business
Direct Network Operations Supervisors and their teams, scaling NOC performance through strong frontline leadership, accountability, and operational rigor
Oversees multiple 24/7 Network Operations Centers, ensuring continuous monitoring of networks, systems, and services
Ensure incident detection, triage, escalation, and resolution follow defined SLAs and runbooks
Act as the escalation point for major incidents and outages
Lead Major Incident Management (MIM) bridge calls and coordinate cross-functional response
Ensure accurate ticketing, documentation, and event correlation
Leverage monitoring, alerting, and automation tools to enable rapid detection, response, and operational efficiency

Requirements

Bachelor's Degree in Information Technology or related field
3 years in solution development and support
1 year of supervisory experience in a multi-discipline environment (including matrix management)
Demonstrated knowledge of enterprise organization structures/workflow and business system architecture and technology
Ability to interact and work through technical requirements with clients to formulate project design and implementation requirements
Demonstrated negotiation and facilitation skills and ability to explain/communicate technical design decisions to users
Demonstrated strong written and verbal communications skills when consulting with internal and external partners
Demonstrated leadership abilities to include project/staff coordination, motivating staff toward common goals, and mentoring new and existing staff
Ability to handle multiple tasks, set appropriate priorities and accomplish assignments in a thorough and timely manner
Strong organizational and analytical skills. Ability to gather, organize and present data. Strong problem and issue resolution skills

What we offer

Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program

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Manager, Digital Operations Center

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