PointClickCare is a leading healthcare technology platform enabling meaningful collaboration and access to real‐time insights at every stage of the patient healthcare journey. More than 27,000 long‐term and post‐acute care providers, over 3,100 hospitals and health systems, 2,200 ambulatory clinics, every major U.S. health plan across the U.S, and over 70 state and Government agencies use PointClickCare, enabling care collaboration and value‐based care delivery for millions across North America.
If you are a strategic thinker with a track record of improving operational efficiency and leading successful teams, we invite you to apply for the Sr. Manager, Application Operations Engineering position and contribute to our organization's continued success.
Position Summary
The Sr. Manager, Application Operations Engineering provides leadership and direction to a high performing Operations Engineering team responsible for the maintenance and support of our enterprise level systems, which are integral to our daily operations and customer interactions. Reporting to the Director, Technical Delivery, this role will be responsible for overseeing day-to-day activities, streamlining workflows, and implementing efficient systems to enhance overall productivity, team performance, talent development, timely deliverables, and providing excellent customer service to our customers.
The Sr. Manager, Application Operations Engineering will play a key role in the continual review, tracking and communication of reporting metrics like service level (agreements/objectives/indicators), i.e., SL(A/O/I)s, mean time to resolve (MTTR), customer satisfaction scores (CSAT) to help ensure that the team is providing quality and valuable services to its customers.
Key Responsibilities
- Develop and implement incident/problem management processes
- Targeted improvement to customer experience through facilitating root cause analysis, customer impact, remediation plan and lessons learned on major incidents and collaborating with other teams and external partners to fix issues and provide stability for supported applications.
- Drive results by leading and guiding the day-to-day team activities to triage and resolve incidents, enhancements, project requests and other application requests from customers in a timely manner.
- Guarantee prompt delivery and top-notch quality for customer requests through the implementation and ongoing enhancement of lead time, SL(A/O/I) and customer satisfaction scores
- Develop/improve, monitor and implement after hours support process for the team and be available as the first escalation contact for after-hours support for critical requests.
- Provide technical guidance and mentorship to Salesforce/NetSuite developers and administrators, fostering a culture of excellence and innovation.
- Lead the technical design and architecture of Salesforce/NetSuite solutions, ensuring alignment with business objectives, scalability, and best practices.
- Develop, implement and own environment/deployment strategy with rollbacks in partnership with DevOps Manager
- Co-lead the reduction of technical debt by coaching the team to be forward thinking and prioritizing holistic out of the box scalable solutions over customizations.
- Introduce and coach the team on error monitoring and proactive monitoring processes and how to proactively resolve errors.
- Ensure that the systems and packages supported are up to date with the latest versions and are operational.
- Develop and implement business continuity planning for critical systems in the event of a disruption or disaster
- Stay abreast of industry trends and emerging technologies to make informed recommendations for process and systems improvements.
- Hire, build, lead, and mentor a high-performing hybrid team of Application Operations Engineers, fostering a culture of trust, collaboration, accountability, and innovation.
- Collaborate with cross-functional leaders and coordinate training sessions, foster cross-training initiatives, and encourage knowledge sharing to mitigate skills gaps and enhance team collaboration
- Set performance expectations, goals, manage, mentor and coach the team to maintain a high team performance and conduct regular performance reviews for team members and provide ongoing coaching and development opportunities while fostering a culture of continuous learning.
- Coach the team to adopt a customer-centric mindset, always prioritizing the customer's needs while providing value and balancing insightful recommendations when building scalable and efficient solutions.
- Coach and monitor performance behaviors like self-management, proactiveness, and a sense of urgency that form the foundation of a top-performing operations team.
- Prioritize talent development through understanding the team’s passions for personal growth, desired career paths and opportunities, coach and mentor them to adopt a growth mindset which will support exponential growth on the team.
Required Skills And Experience
- Bachelor's degree in business, operations management, computer science, engineering, a related field or equivalent work experience.
- Minimum 10 years of experience with at least 5 years in a senior operations management role leading a highly effective operations team in the IT industry bringing strong leadership, communication, interpersonal, self-management, and conflict resolution skills.
- ITIL V3 foundation certification, Related Certifications
- Experience and certification in Salesforce Cloud and integrations, and NetSuite
- Familiar with scripting and other automation applications
- Knowledge and experience of the following applications: Salesforce CPQ, Sales Cloud, Experience Cloud, Revenue Cloud, Marketo, Hubspot, Zuora, Gainsight, Kantata (Kimble), NetSuite, Boomi, Conga etc.
- Experience using a ticketing system like ServiceNow, ZenDesk or JIRA Service Desk
- Strong understanding of, and experience with, IT Service Management best practices including Incident Management, Problem Management and Change Management
- Excellent analytical, problem-solving abilities, and root cause analysis skills
- Industry leader in ITIL and DevOps best practices
- Experience delivering SaaS services at scale in a cloud environment
