Director, Technology Solutions and Support Services

Salary Range:  $135,136.00 (Min.) - $175,676.00 (Mid.) - $216,218.00 (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 Director, Technology Solutions and Support Services is responsible for overseeing the development and implementation of technology solutions and ensuring the provision of top-notch support services to meet organizational needs. The Director is responsible for providing leadership and direction to L.A. CARE's various shared technology services’ teams. The Director is also responsible for strategic planning, development, and implementation of special technology solutions to drive organizational success. The role is responsible for managing cross-functional teams, optimizing technology operations, and ensuring the delivery of high quality support services to internal and external stakeholders.

 

This position is responsible for directing all aspects of running an efficient team, including hiring, supervising, coaching, training, disciplining, and motivating direct reports.

Duties

Provide strong leadership and mentorship to a team of technologists responsible for ensuring Information Technology (IT) systems and services are available and performing at optimum levels for the business. Ensure all IT changes and deployments are of highest quality, and the production systems are stable in the event of changes.  Responsible for managing internal and external stakeholders, designing and implementing IT strategies, reducing production and security risks, and maintaining systems and operations within the service level agreements (SLAs) established by the company. Perform analysis of incidents and problems, creating reports for status and decision making with focus on problem prevention. Provide proactive and retrospective metrics and analytical reporting to internal customers and client executives; including critical batch processing reports. Build repeatable processes, leveraging best practices with focus on continuous improvement with focus on automation. Ensure the integrity of all information systems and corporate information through the implementation and maintenance of established system management practices, controls and SLAs.

Responsible for overseeing the following IT functions, but not limited to -

Network Operations Center (NOC) and IT Production Control

Provide oversight, development, and management of IT fault and performance monitoring services utilizing Dynatrace to ensure any technology issues can be detected and quickly resolved. Responsible for activating and managing IT Major incident management teams for incident response until resolution. Collaborate heavily with Security Operations Center (SOC) to ensure the L.A. CARE Assets and networks are secure. Ensure Batch design, support and operations run per the established SLAs and standards.

IT Service Desk and IT Asset Management

Ensure the L.A. CARE Health end-user have the proper technology they need to perform their daily jobs. Manage the Service Desk ticket queue, developing monitoring and reporting, improving processes, and resolving end-user technology issues promptly. Responsible for active problem management and problem prevention, and implementation of newer technologies such as AI to improve the quality of support services.

Engage in the transformation to an Agile and Product driven planning and deployment cycle which results in continuous delivery of high-quality products and services on time and within budget.

Duties Continued

Negotiate and manage contracts with technology vendors and service providers supporting the IT Shared technology Services and support functions. Provide support to internal and external audits. Provide product and process quality reports to key stakeholders which summarize information and trends.

Achieve financial objectives by preparing budget, monitoring and scheduling expenditures, analyzing variances, and initiating corrective actions.

Develop