Manager, Technology Application Production Support and Control

Salary Range:  $117,509.00 (Min.) - $152,762.00 (Mid.) - $188,015.00 (Max.)

 

Established in 1997, L.A. Care Health Plan is an independent public agency created by the state of California to provide health coverage to low-income Los Angeles County residents. We are the nation’s largest publicly operated health plan. Serving more than 2 million members, we make sure our members get the right care at the right place at the right time.

Mission: L.A. Care’s mission is to provide access to quality health care for Los Angeles County's vulnerable and low-income communities and residents and to support the safety net required to achieve that purpose.
 

Job Summary

The Manager, Technology Application Production Support and Control will report to Director, Production Support within the IT Quality Assurance and Process excellence organization and will be primarily responsible for Batch Support and Major Incident Management. The Manager will provide end to end support for all on premise L.A. Care software applications and coordinate support with vendors for off-premise/hosted applications. The Manager will ensure all Production incidents and Service Requests are handled within the LA.Care defined SLAs using ITIL processes.  This position will collaborate with Business and various IT teams like Infrastructure, Development and Service Desk to ensure the tickets are getting completed to Business satisfaction. This position will support process improvements to continuously improve the stability and performance of the mission critical applications. The Manager will also perform service transition from development to support and Identify system bottlenecks and opportunities for betterment. The Manager manages all aspects of running an efficient  team, including hiring, supervising, coaching, disciplining, and motivating direct-reports.

Duties

Manage a team of FTEs and suppliers to provide 24/7 support for Production applications across L.A. Care's Claims/EDI, Member, Provider, Health Services, Customer Solutions Business functions.

 

Provide technical guidance to the team in managing production incidents, - incident analysis, technical solution review, incident monitoring, tracking and business communications. 

 

Manage Batch IT Production Control - monitoring batch jobs, addressing batch failures, and reporting metrics.

 

Manage Operations/maintenance activities to upkeep Production environments/functions. 

 

Act as an Incident Manager and, communicate and provide coverage for significant incidents that bring down or degrade services.

 

Collaborate with Infrastructure team, hosted vendor teams, Release Management and Quality Assurance teams to address production incidents per the service level agreements. 

 

Collaborate with Software Delivery teams to enable timely and incident-free software deployment and feature releases.

 

Take appropriate action to investigate and resolve incidents and problems in application systems and services. Guarantee that such incidents and problems are fully documented. Coordinate the implementation of agreed remedies and preventative measures. 

 

Manage that services are met through the monitoring and achievement of critical and key performance Indicators.

 

Govern the delivery of service level agreement and supplier contractual obligations.

Duties Continued

Manage staff, including, but not limited to: hiring staff, monitoring of day to day activities of staff, monitoring of staff performance, performance reviews, mentoring, training, and cross-training of staff, handling of questions or issues, etc. raised by staff, encourage staff to provide recommendations for relevant process and systems enhancements, disciplinary matters for direct reports, among others.

 

Perform other duties as assigned.

Education Required

Bachelor's DegreeIn lieu of degree, equivalent education and/or experience may be considered.

Education Preferred

Master's Degree

Experience

Required:

At least 4 years of leading staff or supervisory/management experience.

At least 6 years of hands-on experience with ITSM Operations, managing a 24/7 production environment.

At least 6 years of experience doing Root Cause analysis, planning of changes and managing problem tickets to full resolution in a 24x7 production environment.

Experience working with compliance, audit, outside regulators, and other support organizations while participating in providing solutions in support of the business objectives.

Experience working with off-premise hosted system/environments.