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The Ohio Benefits M&O Program Manager is responsible for overseeing the maintenance and operations (M&O) activities of the Ohio Benefits Program. This individual ensures that M&O functions are efficiently executed, service level agreements (SLAs) are monitored and reported accurately, and incidents are escalated following program protocols. This role reports directly to the Ohio Benefits Program Director and serves as a critical leader in managing the stability and operational excellence of Ohio’s benefits systems.
Job Responsibility:
Overseeing the maintenance and operations (M&O) activities of the Ohio Benefits Program
Ensure that M&O functions are efficiently executed, service level agreements (SLAs) are monitored and reported accurately, and incidents are escalated following program protocols
Serve as a critical leader in managing the stability and operational excellence of Ohio’s benefits systems
Requirements:
Lead the execution and oversight of the Ohio Benefits system M&O activities, using knowledge of system operations, business processes, and organizational transformation
Develop and maintain operational policies and procedures to support incident management, SLA tracking, and defect closure
Maintain critical operational documentation such as the OB Operations Run Book, change management policies, communication strategies, and production access controls
Provide regular updates to leadership on M&O performance and escalate issues as necessary
Collaborate across program workstreams, including Program Management and Service Delivery, to support environment releases and upgrades
Provide support to other Ohio Benefits Program Managers and Business Analysts