Sr. Manager Operational Reslilience

The Senior Manager, Operational Resilience is a strategic, results-driven leader responsible for advancing our incident management, disaster recovery, and change management programs. This role plays a critical part in ensuring business continuity, mitigating risk, and enhancing operational efficiency. The ideal candidate will bring a track record of designing and optimizing processes that drive cross-functional alignment and reduce business-impacting incidents, along with excellent communication skills for interfacing with technical teams and senior leadership.

Key Responsibilities

• · Incident Management:
  • Evaluate and enhance current incident management processes to ensure consistency and efficiency across all teams.
  • Develop, implement, and track performance metrics to reduce incident frequency and impact.
  • Lead continuous improvement initiatives to streamline incident response and resolution.
• Disaster Recovery (DR):
  • Design, implement, and manage a comprehensive DR program that includes system failover strategies and robust recovery plans.
  • Coordinate with third-party vendors and cross-functional teams to ensure the effectiveness and currency of DR plans.
  • Oversee regular DR testing and prepare detailed documentation and reports for global leadership and board-level updates.
• Change Management:
  • Develop and enforce a SOC-auditable change management process integrated with existing ticketing systems.
  • Ensure that all changes are meticulously documented and communicated to facilitate rapid incident resolution and minimize risk.
• Network Operations Center (NOC) Oversight:
  • Supervise the NOC operations, consolidating L1 and L2 support functions to improve monitoring and incident response.
  • Implement robust monitoring, alerting systems, and escalation protocols to ensure prompt incident resolution.
• Collaboration and Leadership:
  • Lead daily standups and cross-departmental meetings to coordinate DR tests and change implementations.
  • Act as the primary liaison between product, technology, and executive teams, ensuring transparent and effective communication.
  • Develop business cases for process improvements and present technical insights to non-technical stakeholders.

Required Qualifications

• Experience & Expertise:
  • Significant experience in incident management, disaster recovery planning, and change management within a complex, regulated environment.
  • Proven ability to manage external vendors and negotiate contracts effectively.
• Analytical & Strategic Thinking:
  • Strong analytical skills with the ability to define, measure, and track performance metrics.
  • Demonstrated experience in developing and executing strategic plans that enhance operational resilience.
• Communication & Leadership:
  •  Exceptional written and verbal communication skills with a proven ability to lead cross-functional teams and manage stakeholder relationships at all levels.
  • Adept at translating technical details into business insights and actionable strategies.
• Additional Skills:
  • Familiarity with SOC standards and audit requirements related to change management.
  • Experience with modern monitoring tools and incident management platforms.
  • Ability to work in a fast-paced, dynamic environment while managing multiple priorities

Estimated salary range: $122,900 - $163,800

The base salary range represents the anticipated low and high end of the GHX’s salary range for this position. Actual salaries will vary and will be based on various factors, such as candidate’s qualifications, skills, competencies and proficiency for the role. The base salary is one component of GHX’s total compensation package for employees. Other rewards and benefits include: health, vision, and dental insurance, accident and life insurance, 401k matching, paid-time off, and education reimbursement, to name a few. To view more details of our benefits, visit us here: https://www.ghx.com/about/careers/

GHX: It's the way you do business in healthcare
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes.

GHX is a healthcare business and data automation company, empowering healthcare organizations to enable better patient care and maximize industry savings using our world class cloud-based supply chain technology exchange platform, solutions, analytics and services. We bring together healthcare providers and manufacturers and distributors in North A