Manager, Technical Support Engineering

 

Manager, Technical Support – Health Information Exchange - Cary, NC (Hybrid Office Policy) 

 

Nice to meet you!

 

We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

 

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

 

About the job

 

As a Manager, Technical Support (Health Information Exchange), you will manage the SAS North Carolina Health Information Exchange (NC HIE) Technical Support, Participant Help Desk and Production Support staff who assist internal and external customers using or configuring SAS tools and third-party software, integrations and solutions. The Manager also leads Technical and Production Support planning and policy decisions.

 

In this role you will participate in the support, maintenance and design of complex solution architectures for HIE services; You will relate technical concepts to SAS System applications and user needs and help monitor the technical progress of live and in Production SAS hosted projects, with a focus on supporting third-party software. In addition, this role may specialize in specific technical issues such as security, data management/movement, system integration, and user interface. And you will assist the sales and delivery teams with technical sales and services activities to maximize revenue opportunities and ensure the highest levels of customer satisfaction.

 

Primary Responsibilities:

 

• Oversees Technical and Production Support for healthcare customers who are using the NC HIE
• Provides guidance and support to a technical team responsible for troubleshooting complex web applications, systems integrations, bi-directional feeds, alerts/notifications, or end-user issues.
• Ensures the quality of Technical and Production Support provided and takes steps to continually improve it. Works closely with the customer to define gaps or areas of opportunity.
• Monitors issue tracking systems (i.e., JIRA, CSM and Service Now) to ensure adequate responses are given in areas of responsibility within appropriate time frame.
• Balances priorities among SAS strategies, customer business needs, specialized domain needs, product direction and maturity, software releases, and implementation demands. Scales staff responsibilities and workloads as necessary.
• Routinely sets and manages expectations related to escalation activities and service level commitments, including support outside regular business hours for business-critical problems as appropriate.
• Works with customers, staff, and other divisions to resolve problems and escalations in a timely manner.
• Manages on-call staff allocation and standard operating procedures for issues reported after business hours
• Strategizes with and consults on a highly a matrixed team (e.g., USPS, USG, CIS) regarding the customer lifecycle, including pre-sales activities; proof-of-concept; SOWs; architecture, system and infrastructure design; implementation; hand-off; production support; and maintenance.
• Continually builds and applies specialized technical and business domain knowledge of both SAS and third-party products.
• Acts as an advocate for the customer.
• Promotes professional development among staff. Ensures staff members build additional skills by learning emerging technologies, SAS technologies, portfolio offerings, and relevant third-party software. Conducts performance appraisals and provides ongoing performance feedback to direct reports.
• May represent the company at the customer site, SAS events, trade shows, or user group meetings.
• Recommends, manages, and implements special projects to assist Technical and Production Support staff, users, or other departments/teams/divisions. 

 

Additional Responsibilities 

 

• Available for after-hours escalations of business-critical issues. Empowered to design after-hours support procedures and personnel to ensure responsibilities are spread over multiple individuals and teams to maintain an appropriate work-life balance.
• Works with SAS and NC HIE leadership to develop, prioritize, assign and hone NC HIE program objectives and responsibilities.
• Mentors, trains, coaches and manages the daily activities and career growth of a Technical and Production Support team.
• Keeps current on issues, technology and trends in the industry.

 

 

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