Panoramic Health (PH) is the largest Physician-driven Nephrologyorganization in USA. It’s 350+ physicians provide care to over 400,000 ChronicKidney Disease (CKD) and Dialysis patients.
We use advanced scientific techniques, forecasting, and machine learning to predict clinical and financial outcomes in order to guide investments and deliver results that improve health outcomes and reduce costs.
The Production Support Manager is a virtual role that can be worked from anywhere in the US. Our corporate offices are located in Tempe, AZ
Production Support Manager supports PH’s Technology Platform and Applications and system operations. The Production Support Manager works closely with Technology Leadership to define the application support framework, SLA, issue resolution and business communication process. The Manager also partners with Platform Managers and Business Leaders to understand issues, impacts and criticality. Builds a team of Production Support Analysts. Collaborate with Technical Leads and lead cross-functional teams to triage the issue, identify the root cause, determine system impact and deploy the fix. They also develop a good rapport with key stakeholders on both business and technology sides. Production Support manager is accountable for ensuring the application systems are running smoothly and meeting SLAs.
• Develop application support roadmap. Define goals and success with clearly measurable objectives and key results.
• Define support procedures, organize backlog and prioritize support ticket and manage response.
• Communicate support procedures and SLA to stakeholders both – business and technology
• Lead and mentor a team of Production Support Analysts
• Monitors application systems, including data pipelines, daily/weekly/monthly batch jobs, web sites and applications.
• Troubleshoot production issues, involving and engaging all necessary teams, create post mortems, and ensure closure of incident
• Collaborate with Engineering and Analytics Team (internal and external vendor) to identify the root cause, system impact and changes.
• Design, develop, test and deploy the changes and fixes needed to keep the application systems operating smoothly.
• Contribute to and maintain support knowledge base.
• Monitor and support production applications and environments
• Document and maintain installation and operations procedures.
• Participate in deployment and configuration management activities.
• Support audit process in User Management, Access Management, and Security related activities.
• Coach or manage teams as applicable
• Participate in the 24×7 support coverage as needed
• Builds a strong understanding of business processes, user needs and pain points.
• Communicate concisely and influence outcomes
• Work collaboratively with tech, design and business
• Bring new ideas, observations and implements to streamline support process.
• Performs other job-related duties as assigned by supervisor.
JOB REQUIREMENTS
Qualifications
• 6+ years of application production support and management experience.
• Prior 2-3 years of software development and systems analyst experience is valuable
• Prior experience in managing a team of 3-4 analysts is preferred
• Bachelor’s degree in a technology or IT related field
• Healthcare experience is a plus
• Knowledge of Data Engineering, Data Pipelines, ETL, Analytics required
• Hands-on experience in Azure Technologies such as Data Factory, SSIS, Databricks, SFTP, Tableau, SQL, API required.
• Understanding of ITIL and ITSM frameworks.
• Understanding of the software delivery lifecycle.
• Knowledge about transactional systems is mandatory
• Strong collaborator with cross-functional teams from tech, design, and business
• Strong problem solver with ability to manage and lead the team to push the solution and progress
• Ability to quickly absorb technical concepts and communicate them to a non-technical audience
• Strong written and verbal communication abilities
• Ability to conceptualize and articulate ideas clearly and concisely
• Ability to manage multiple issues simultaneously and prioritize workload
• Self-starter, take ownership of work
• Ability to work in a fast-paced, result-driven, and complex healthcare setting.
Salary BOE
PH/USNis an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, veteran status, or any other protected factor.
Job Type: Full-time
This position may be modified to reasonably accommodate an incumbent with a disability.This job requires the ability to work with others in a team environment, the ability to accept direction from superiors and the ability to follow Company policies and procedures.Regular, predictable and dependable attendance is essential to satisfactory performance of this job.
#LI-Remote
This role has a salary range of $105,174 – $139,355 and regular, full-time employees working 30 or more hours per week are eligible for comprehensive benefits including Medical, Dental, Vision, Life, 401(K), Paid time off (PTO).
The Company is committed to the principles of equal employment. We are committed tocomplying with all federal, state, and local laws providing equal employmentopportunities, and all other employment laws and regulations. It is our intentto maintain a work environment which is free of harassment, discrimination, orretaliation because of age, race, color, national origin, ancestry, religion,sex, pregnancy (including childbirth, lactation and related medicalconditions), physical or mental disability, genetic information (includingtesting and characteristics), veteran status, uniformed servicemember status,or any other status protected by federal, state, or local laws. The company isdedicated to the fulfillment of this policy in regard to all aspects ofemployment, including but not limited to recruiting, hiring, placement,transfer, training, promotion, rates of pay, and other compensation,termination, and all other terms, conditions, and privileges of employment
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Other details
- Job Function IT
- Pay Type Salary
- Travel Required No
- Required Education Bachelor’s Degree
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